Chief Customer Officer 2.0
by Jeanne Bliss
Bliss's five competencies for customer-led companies: honor customers as assets, align around experience, build a listening path, proactive experience reliability, and leadership accountability. For executives running CX.
Read it if…
you lead customer experience at the executive level.
See the book →
Skip it if…
you are frontline.
Try instead: The Service Profit Chain →
Three things you will actually use
- Customers are assets; count them.
- Align the company around the journey.
- Leadership must own it.
Do this first
Build a monthly customer-asset metric (gained, lost, why) for your leadership team.
Our verdict
CX at the executive level.
See the book →
Compare with other Leadership books
The Service Profit Chain
James L. Heskett, W. Earl Sasser Jr. and Leonard A. Schlesinger · Leadership
Foundational research chain.
CLICK TO SEE
Browse all Leadership book reviews or get the free Reality Code Cheat Sheet.
As an Amazon Associate, WisdomDeck earns from qualifying purchases. Links marked “Click to see” go to Amazon. We are not paid for opinions, prices and availability are not shown here and change on Amazon, and we never see your purchase details. Nothing here is medical, legal or financial advice.