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Chief customer officer: getting past lip service to passionate ac
Bliss, Jeanne
Éditeur : WILEY
ISBN papier: 9780787980948
Parution : 2006
Code produit : 1036042
Catégorisation :
Livres /
Gestion /
Marketing /
Service à la clientèle
Formats disponibles
| Format | Qté. disp. | Prix* | Commander |
|---|---|---|---|
| Livre papier | En rupture de stock** |
Prix membre : 32,39 $ Prix non-membre : 35,99 $ |
*Les prix sont en dollars canadien. Taxes et frais de livraison en sus.
**Ce produits est en rupture de stock mais sera expédié dès qu'ils sera disponible.
Description
Drawing on her first-hand experience at top companies as diverse as Lands' End and Microsoft, Jeanne Bliss explains why even great corporations can drift to delivering mediocrity to customers, and she offers a proven solution to break the cycle. Different divisions and departments in corporations can fail to communicate and act as a team—they create silos instead of a superior customer experience. Jeanne Bliss shows in stark detail how profits suffer when businesses focus on their organizational charts and not their customer relationships. This book provides leaders the tools and information they need to overcome organizational inertia and deliver a meaningful customer experience. The author includes diagnostics to determine if a company's core strengths, metrics, and systems improve or harm customer relationships. With all these tools, leaders can address the organizational challenges they face with an exhaustive review of the Chief Customer Officer role and an evaluation to determine the right solution for their culture and company. Inside Chief Customer Officer you'll learn •What will drive action inside the corporate machine •How to drive accountability across the functions •If you need a "CCO" to keep the action moving You'll get •Diagnostics on why your customer efforts crash and burn •Guerrilla Metrics to kick-start your effort •A Reality Check Audit to evaluate company performance •Accountability forms to drive the action •The CCO job description and organization options