Chief Customer Officer 2.0

The book "Chief Customer Officer 2.0" by Jeanne Bliss offers a practical framework aimed at transforming businesses and cultural practices through an enhanced customer experience strategy. Bliss, renowned globally as an authority on customer experience, presents a five-competency model tailored for leaders in customer roles, such as Chief Customer Officers or Vice Presidents of Customer Experience. Her model includes core competencies such as managing customers as valuable assets, aligning strategies around customer experience, developing a listening path for customer feedback, ensuring reliable and innovative experiences, and fostering company-wide accountability and cohesive decision-making.Bliss's book is a call to action for leadership teams to coalesce around a shared vision of growth driven by improvements in customer interactions. By sharing her expertise along with insightful 'recipe cards' for leadership, Bliss offers a blueprint for companies to integrate these competencies into various aspects of their operations, from product development to employee empowerment and strategic planning.Highlighting over forty examples from global Customer Leadership Executives, this book delivers actionable insights and frameworks to inspire and create a customer-focused growth engine. A pioneer in the Customer Leadership Executive role, Jeanne Bliss has accumulated two decades of experience in companies like Lands' End, Allstate, Coldwell Banker, and Microsoft. Through her company CustomerBliss, founded in 2002, she continues to aid companies in achieving growth centered around customer satisfaction. Additionally, Bliss is a co-founder of the Customer Experience Professionals Association, dedicated to the advancement of customer experience disciplines globally. As a widely recognized keynote speaker and a best-selling author, her works also include "Chief Customer Officer: Getting Past Lip Service to Passionate Action" and "I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad."