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| 作者简介：Jeanne Bliss spent twenty-five years on the job driving customer focus and profitability inside five large U.S. corporate machines. Jeanne reported to the founder of Lands' End as chief zealot for the Lands' End Customer Experience. She served Allstate Corporation as its officer for customer satisfaction and retention. She was senior vice president of franchise services for Coldwell Banker Corporation, general manager for Worldwide Customer and Partner Loyalty for Microsoft Corporation, and senior manager of customer satisfaction for Mazda Corporation. Today she runs CustomerBliss (www.customerbliss.com), which assists companies in connecting their organizations for improved customer experiences and profitability. She gives keynote speeches around the world. |
| Introduction PART ONE: WHY CUSTOMER EFFORTS CRASH AND BURN 1 Machine of Mediocrity: Corporate Machine on Autopilot 2 The Power Core 3 Dueling Silos: Competing Metrics, Mechanics, and Motivation PART TWO: WRESTLING WITH CUSTOMER LEADERSHIP 4 Leadership Gut and Guts: Real Passion or Hand Wave? 5 Guerrilla Metrics 6 Herding C-A-T-S: Customer Accountability Targets 7 Reality Check Audit PART THREE: IS A CHIEF CUSTOMER OFFICER THE SOLUTION? 8 Do You Need a Chief Customer Officer? 9 The CEO and CCO Partnership: The Tom Sawyer Formula 10 Structures for Driving Change PART FOUR: JUST IN FROM THE FRONT 11 True Life Stories of Chief Customer Officers Epilogue Afterword by Jill Griffin References Acknowledgments The Author Index |
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