| 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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