Chief customer officer 2.0 how to build your customer-driven growth engine
A 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...
| Otros Autores: | |
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| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Hoboken, New Jersey :
Jossey-Bass
2015.
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| Edición: | 2nd ed |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009849097606719 |
Tabla de Contenidos:
- Cover; Table of Contents; Title Page; Copyright; Dedication; Introduction; Your Reading Road Map for Chief Customer Officer 2.0; The Five Customer Leadership Competencies; The Five Competencies Build Your Customer-Driven Growth Engine; The Five Competencies Connect to Tell the Story of Your Customers' Lives; You Can Stage the Competencies to Meet Your Timing and Priorities; The Five Competencies Answer the Question "What Do You Do?"; Summary; Chapter 1: Chief Customer Officer Role Clarity; Supporting Your CEO's Legacy; Pivotal Leadership Shift: Elevate Customers as Assets
- Customers as Assets Is an Attitude Shift, Not a DashboardRemove Survey Score Addiction by Adding Customer Asset Metrics; Elevating Customers as Assets Diminishes "Leap of Faith" for this Work; Knowing the Power Core = Knowing How to Get Traction; Six Common Power Cores; A United Leadership Team Is Necessary to Move from Talk to Action; Use Your Journey Map to Focus on Customer Priorities; The Five Competencies Unfold to Tell the Story of Your Customers' Lives; Culprit 1: Silo-based Prioritization and Investment; Culprit 2: Work Is Layered On and Capacity Creation Is Not Addressed
- Culprit 3: Lack of Rigor in Holding People AccountableCulprit 4: Annual Planning and IT Investment; Summary; Chapter 2: Unite Leadership to Achieve Customer-Driven Growth; Definition: Honor and Manage Customers as Assets; Baseline Customer Asset Metrics; Leadership Shift Required; Competency One Impact When Implemented; Summary; Chapter 3: Competency One: Honor and Manage Customers as Assets; Definition: Alignment around Experience; Your Customer Journey Map = Your Business Decision Blueprint; A SIMPLE Journey Map Is Good; Naming the Stages Can Change Your Culture
- Unite Leaders: Why Are We in Business?Unite Leaders: Do We Earn the Right to Growth?; Build a High-Level Map to Prioritize the Touchpoints; Be the Storyteller; Leadership Shift Required; Competency Two Impact When Implemented; Summary; Chapter 4: Competency Two: Align around Experience; Definition: Customer Listening Path; Be the Storyteller: Unite Feedback to Tell the Story of Customers' Lives; Storytelling Resource One: Aided or Quantitative Feedback; Storytelling Resource Two: Unaided Feedback or Qualitative Feedback; Storytelling Resource Three: Experiential Listening
- Build Your Customer Listening PathLeadership Shift Required; Competency Three Impact When Implemented; Summary: Take Stock of Current Listening; Summary; Chapter 5: Competency Three: Build a Customer Listening Path; Definition: Proactive Experience Reliability & Innovation; Make Customer Experience Development as Important as Product Development; Experience Reliability Reality Check; How Reliable is the Current Experience Delivered to Customers?; How Reliable Is the Support Provided Employees to Deliver Value?; Reliability Leads to Customer Desire for Your Experience, and Customer Growth
- Social Media and Experience Reliability = Customer Growth
