A customer officer's roadmap to success

Over the past decade, consumers have gained superior power to speak about their experiences directly over social media and thus forever change the way companies relate to their customers. Customer experience has become a major driving force behind business growth.

Chief Customer Officer 2.0 is a hands-on resource packed book with tools for chief customer officers and company leadership to work together to earn customer-driven growth. A sequel to the 2006 classic Chief Customer Officer, this new update, with over 90 percent new material, is based on Jeanne Bliss' twenty-five years of extensive experience as a chief customer officer, and her work coaching chief customer officers and executive teams for the past ten years.

Chief Customer Officer 2.0 is based on a five-competency framework that successfully launched multitudes of Fortune 100 and Fortune 500 companies through their customer experience transformations. The framework addresses the issues that remain prominent, including silo organizations and the need for clear goals and metrics, as well as new factors, like social media, that have altered the customer relations dynamic forever. The book provides practical guidance on how to make those competencies part of the way companies develop products, sell to the market, enable and reward people, and conduct annual planning.