Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine

by Jeanne Bliss

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 around the world. And it will take years off your learning curve.

Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the customer leadership executive, this book follows the five-competency model she uses to coach the C-Suite and chief customer officers.

Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers' lives. Bliss shares her tools for leading your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning.

Including over forty accounts of actions by customer leadership executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine.

PLEASE When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.

Genres: Business, Nonfiction, Buisness, Entrepreneurship, Leadership

Audible Audio

First published May 28, 2015

Reviews

[Olivia Law]

Good but repetitive. Interesting content and ways to work.

[Alice Tsukamoto]

Jeanne Bliss's book is really complete and detailed about the Customer Experience challenges, and all the CCO's stories helped to make the concept more clear.

I wish I could be in a better mood to taste this properly, but I'm sure this will be one of the books that I'll always turn back to read again.

[Vasco]

The bad: what a long book. Maybe I'm missing something here, but I did not find 50% of the information useful. I found it generalizations, abstract actions and reiterations of the same thing over and over. I get that the book is strategic. It's executive-level. It's abstract. But this goes way too far, degenerating in generic lessons that I feel anyone could have written. Overall the book reads slow and is not interesting at all.

The good: there are some nuggets throughout the book. Some specific examples written by specific people or some real case studies. But these are few and far between.

[Andrew]

Meh. I should start by saying that I generally am not a fan of many business books. They tend to be basic common sense 98% of the time. This book is primarily written for individuals who are Chief Customer Officers at companies rather than for the companies in general. The author is a big believer in tell them what you're going to say, say it, say it again, and then tell them what you told them. In other words this book could have been reduced in size by 75%. There were some decent, practical ideas for getting a company to truly focus on the customer - but overall it was a real slog to get through this book.

[Alex]

Should have been a blog post, not a book.

You could fit all the valuable content from this book onto a single sheet of toilet paper - written in poo, with your fingertip.

Unfortunately, the author pads this out with piles of impenetrable corporate buzzwordery, and then repeats the same half dozen phrases over and over and over for what feels like several thousand pages. What value exists is good advice, don't get me wrong. But there isn't nearly enough of it to justify an entire book.

This reminds me of that scene in The Shining, where the guy's wife discovers that he's been typing the same sentence over and over for reams and reams of paper. That's what this book is like.

"All jargon and no actual content makes Jeanne a repetitive writer. All jargon and no actual content makes Jeanne a repetitive writer. All jargon and no actual content makes Jeanne a repetitive writer. All jargon and no actual content makes Jeanne a repetitive writer. All jargon and no actual content makes Jeanne a repetitive writer. All jargon and no actual content makes Jeanne a repetitive writer. All jargon and no actual content makes Jeanne a repetitive writer..."

[Emma]

This book is unnecessarily long and dull - it’s a perfect example of ‘could have been a white paper’. The author’s writing is reparative and annoying and it’s too general a book, trying to cover all bases but missing most of them. I give it two stars, because my boss was impressed when he saw the title and i got about 3 things from it.

[Jonathon Robert]

Fantastic foundation for building a customer experience program.

[المهند السبيعي]

I liked the book however it can be shorter maybe 100 page less, in conclusion it seems that CCO should be the jack of all trades ... And if he managed to improve customer lives then he will be the next successful CEO

[Camille]

This is my customer care exec bible. God bless Jeanne Bliss. Like any good Bible you need to read it slow and over and over and bookmark and highlight and dog ear, and rinse and repeat.

[Chris]

There certainly is a lot to unpack in Chief Customer Office 2.0. Bliss provides a systemized framework to get the entire organization behind the concept of customer success. From early stages in which the CCO is the one and only champion to more mature stages in which the CCO is facilitator with all of the teams aligned, she offers clear insights, explanations, and actionable ideas in a five-competency process.

For prospective CS readers, it doesn’t matter if you aren’t a CCO or your company doesn’t have a CCO. Leadership can come from anywhere, and a Director of CS can achieve just as much with other teams across the organization as outlined here. Of course, it may take more effort and patience to get the buy in.

For prospective readers who don’t even work in CS, there is so much here to reorient your thinking and habits towards the customer. A big problem for many organizations is the siloing of information and objectives, which results in a lack of horizontal communication and alignment. Just reading this book is enough to follow new paths of possibilities.

As you can tell, I’m a big fan of what Bliss has written here. It’s definitely a must read for any organization that desires to focus 100% on the customer.

[Laila Collman]

While I agree with other reviewers that this book could have been structured and written in a more impactful way, there was still some decent content that any organization could find helpful. The main takeaway is that truly valuing the customer and how you can positively impact their life is fundamental. The customer should be at the center of all our activities. Also, within the core competencies, knowing how to properly analyze customer data was highly stressed. I personally really liked the suggestion of mapping the customer’s journey. Overall, I wouldn’t necessarily recommend this book, but I did take away several valuable ideas from it.

[Jezzeri]

5 Competencies: 1. Honor and manage customers as assets (deliver value to customers) 2. Align around experience (one0company collaboration in alignment to customer journey) 3. Build a customer listening path (one0company approach for listening, feedback, and understanding to tell the story of customers' lives) 4. Proactive experience reliability and innovation (improve complete customer experiences) 5. Leadership, accountability, and culture (unite leaders in one-company behaviors and actions to enable the competencies to become embedded into the work of the business and to enable people to act)

[Jim Miller]

Compelling and practical. I’ve read several books in the past two years that make a case for delivering excellence and customer experience. However, Jeanne Bliss actually presents a plan for how to get it done. I bought 20 copies for others in my office.

The book is very repetitive in some of the concepts presented. I’m sure that helps to drill it in, but makes the reading less engaging. Also, the print on so many of the charts is so small that I could hardly read it. Minor issues compared to the value I derived from it.

[Radvilas Šeputis]

Technical and very enterprise-oriented. If you can stomach the algorithmic writing style and read it as a manual - you should be fine. I imagine that in the '90s business books were all like this. If you cut through all that there are lots to learn about how to do it for every marketer. Highly recommended for anyone looking into how to research your customers, how to structure your efforts and how to pace yourself.

[Cyril Danthi]

The author provide clarity on role at CXo level and describe 5 competency requirements. The author also touches on the maturity model creating a roadmap.
In every chapter a used case is used. Many a cases these are repetitive.
Good one time read but nothing specific rigorous on driving customer experience. Although there is a pitch to come out from NPS to customer asset metrix, not clear whether it is common across or its only industry specific.

[Thijs]

A book with more in it than you'd think.
It reads very difficult, and is sometimes quite repetitive.

I would recommend the book, though, and it won't harm to read it. It's a nice overview of questions and remarks to have in your pocket when dealing with customers.

[Eldon Phukuile]

excellent

[Ricardo Praelli]

Good but too long and repetitive. 3.5/5 stars.

[Vladimir Alonso]

Buena introducción del rol de CCO, sus responsabilidades y éxitos.

[Karolina Baszarkiewicz]

Good overview of customer centricity framework. A bit repetitive, but I'm sure I will be referring to the "five competencies" in the future.

[Matt Brown]

A great dive into the CCO role and create a customer centric environment in business.

[Amanda Hanson]

I really liked the philosophy and tactics laid out, though I would recommend getting the physical book vs the audiobook on this one.

[Merl Seastrom]

Put simply, this book was a broken record of repetitive glittering generalities...

[Natalia]

Although a bit repetitive, I think this books puts you in the right mindset and gives you the correct metrics for costumer success.

[Alisa]

Good direction on how to tie CX to business metrics and activities. Recommend for Insights professionals on the client side or at companies.

[Paulo Peres]

Read it. Think with mindset leadership. But use another books focused in service design too
Jeanne gave us a book excellent. For me, is a great source to combine with another books when the theme is customer experience.

Jeanne clarify and bring a light for a good way to explore better the customer journey map. I'm coming by service design, and my vision about this book is that it is necessary to amplify your understanding not really for the experience just, but the importance of the leadership and the mindset focused customer-centric.

PS: Even, in sometimes, she has a way to writing, repeating concepts. And, maybe the fourth chapter, could have had more clear about the training, facilitation about human-centered, putting more enfasys in this parte very indispensable to understanding what are "the users".

Insert the figure of Culture Chief Officer inside an company maybe not be a really a easy way, but the concept certainly is easier. Ms Bliss, tracking us a long the road, asking good questions for CEOs, and the employees.

Read it, but search for books focused in service design too.

[Brian Nicholson]

Jeanne Bliss has some good advice for would-be Chief Customer Officers and organizations considering such a position.

The quality of the content is about a 4. Repetitiveness and poor editing bring it down to a 3.5. Still, I'd recommend it to anyone learning about the role of a CCO.

[Norbert Kaiser]

To much CCO focused in my opinion, but it gives a very good insight into the management of CS and CX.