{"product_id":"chief-customer-officer-2-0-9781119047605","title":"Chief Customer Officer 2.0","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eA Customer Experience Roadmap to Transform Your Business and Culture    Chief Customer Officer 2. 0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.     And it will take years off your learning curve.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cp\u003eIntroduction\u003c\/p\u003e \u003cp\u003eYour Reading Road Map for Chief Customer Officer 2.0\u003c\/p\u003e \u003cp\u003e\u003cb\u003e1 Chief Customer Officer Role Clarity 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFive Customer Leadership Competencies: Drive Simplicity, Role Clarity, and Adoption.\u003cbr\u003e\u003cbr\u003eQuick Audit: Where are You Today on the Five Competencies?\u003c\/p\u003e \u003cp\u003e\u003cb\u003e2 Unite Leadership to Achieve Customer-Driven Growth 25\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003ePivotal Leadership Shift: Focus on Customers as Assets. Remove Survey Score Addiction.\u003c\/p\u003e \u003cp\u003eKnow Your Power Core: Identify What Helps or Hinders the Work.\u003c\/p\u003e \u003cp\u003eUnite Leadership from Talk to Action: Eliminate the “Baloney” Factor.\u003c\/p\u003e \u003cp\u003eTell the Story of Customers’ Lives: Earn the Right to Growth.\u003c\/p\u003e \u003cp\u003eImprove the Business Engine: Focus, Priorities, and Accountability.\u003cbr\u003e\u003cbr\u003e\u003cb\u003e3 Competency One: Honor and Manage Customers as Assets 71\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eKnow the Growth or Loss of Customers and Care about the “WHY?”\u003c\/p\u003e \u003cp\u003e\u003cb\u003e4 Competency Two: Align around Experience 89\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eGive Leaders a Framework for Guiding the Work of the Organization.\u003c\/p\u003e \u003cp\u003eUnite Accountability as Customers Experience You. Not Down Your Silos.\u003c\/p\u003e \u003cp\u003e\u003cb\u003e5 Competency Three: Build a Customer Listening Path 111\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eSeek Input and Customer Understanding, Aligned to the Customer Journey.\u003c\/p\u003e \u003cp\u003eTell the Story of Customers’ Lives.\u003c\/p\u003e \u003cp\u003e\u003cb\u003e6 Competency Four: Proactive Experience Reliability \u0026amp; Innovation 137\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eKnow Before Customers Tell You, Where Experiences Are Unreliable.\u003c\/p\u003e \u003cp\u003eDeliver One-Company Consistent and Desired Experiences.\u003c\/p\u003e \u003cp\u003e\u003cb\u003e7 Competency Five: One-Company Leadership, Accountability, and Culture 159\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eLeadership Behaviors Required for Embedding the Five Competencies.\u003c\/p\u003e \u003cp\u003eEnabling Employees to Deliver Value.\u003c\/p\u003e \u003cp\u003e\u003cb\u003e8 Staging the Work 199\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eTransform by Breaking the Work into Attainable Segments.\u003c\/p\u003e \u003cp\u003eCompetency Maturity Map and Milestones.\u003c\/p\u003e \u003cp\u003eEvolving Organizational Structures.\u003c\/p\u003e \u003cp\u003e\u003cb\u003e9 Establishing and Filling the Chief Customer Officer Role 219\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAssessing Organizational Readiness.\u003c\/p\u003e \u003cp\u003eLeadership Considerations.\u003c\/p\u003e \u003cp\u003eChief Customer Officer Job Description and Role Definition.\u003c\/p\u003e \u003cp\u003eNext Steps\u003c\/p\u003e \u003cp\u003eAcknowledgments\u003c\/p\u003e \u003cp\u003eAbout the Author\u003c\/p\u003e \u003cp\u003eIndex\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49406973083991,"sku":"9781119047605","price":19.55,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781119047605.jpg?v=1730497747","url":"https:\/\/bookcurl.com\/products\/chief-customer-officer-2-0-9781119047605","provider":"Book Curl","version":"1.0","type":"link"}