Summary of Chief Customer Officer

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Rating

7 Overall

7 Applicability

6 Innovation

6 Style


Recommendation

If the "customer is always right," the next question is, "Why do so many customers stop doing business with companies?" The answer is, "bad service." Customers refuse to buy from companies that render unsatisfactory service and ignore their complaints. Sadly, managers usually sound the alarm and demand new customer service initiatives only after the customers have fled. Author Jeanne Bliss, a veteran chief customer service officer, tries to explain the problem and to suggest ways to correct it. She offers so many detailed trees – in the form of questionnaires, bullet points, details and checklists – that you risk losing sight of the practical forest: the motives and methods for implementing better customer service. There is valuable information here, even if it is a bit shaded. For this reason, getAbstract particularly liked her clear, helpful and revealing chapter of first-hand stories from the field of customer service.

In this summary, you will learn

  • What it takes to build and maintain a quality customer service program;
  • What challenges a chief customer officer faces; and
  • How your company can deliver positive customer experiences.
 

About the Author

Jeanne Bliss has spent 25 years managing customer focus and profitability for major corporations, and was a general manager of worldwide customer and partner loyalty for a leading software company.

 

Summary

Seeing the Customers' Perspective
"Chief customer officers" (CCOs) have a tough job. They advocate for customers and argue with management about changing policies or practices, even though that might affect the revenue stream. This is an uphill climb because it is hard to convince managers...

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