CX Book Gems #2: "Chief Customer Officer 2.0" by Jeanne Bliss

Book summary of "Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine" by Jeanne Bliss.

This week’s book is Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine2.0 by Jeanne Bliss.

📘 Book Summary

Chief Customer Officer 2.0 delves into the evolving role of the Chief Customer Officer (CCO) in businesses today. Through relatable stories and real-world examples, Jeanne emphasizes the importance of the CCO’s role in ensuring customer-centricity within an organization. For business leaders, this resource provides a roadmap for understanding and applying CX techniques that resonate with their company’s ethos.

Chief Customer Officer 2.0 will quickly get you into action with a united leadership team, shifting your business focus to earning the right to growth, by improving customers’ lives.

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Five competencies to build your customer-driven growth engine:

1. Honor and manage customers as assets: Align leaders to make a defining performance metric - the growth or loss of your customer base. Shift to a simple understanding of customer-driven growth success.

   1. Growth of customers

   2. Loss of customers

   3. Business growth

2. Align around experience: Align the operation around CX delivery and innovation. Earn the right to customer asset growth.

   1. Customer journey

   2. Focus on priorities

   3. Leadership language

3. Build a customer listening path: Seek input and understanding at critical points along the customer journey.

   1. Use multiple sources of insight

   2. Tell the story of customers’ lives

   3. Unite decision-making and focus

4. Proactive experience reliability & innovation: Build the ability to predict performance, rebuild and innovate at key touchpoints. Make CX development as important as product development.

5. Leadership, accountability & culture: Decisions and operational actions that steer the company toward customer-driven growth. United leadership behavior to connect the silos and enable people to act.

💎 3 CX Gems

1. Lead with empathy: Know the growth and loss of customers and care about the why. Understand your customer’s journey at every touchpoint. Listen actively to their feedback and implement changes that make their experience smoother.

2. Unite the C-Suite: Ensure that every executive in the company, from the CEO to the CFO, aligns with the CX vision. Collaboration at the top drives a unified one-company approach to customer experience throughout the organization.

3. Continuously improve: Adopt a culture of learning and iterating. Use real-world data to constantly refine your strategies, keeping customers at the forefront of every decision. By taking feedback, analyzing it, and iterating our strategies, we ensure our customers always come first.

In an era where customer experience is paramount, Jeanne provides a compelling case for the transformative power of a dedicated CCO role. Embracing these principles can be the game-changer for businesses aiming for sustained growth.