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Index
Cover Title Page Copyright Table of Contents Dedication Introduction
Your Reading Road Map for Chief Customer Officer 2.0
Chapter 1: Chief Customer Officer Role Clarity
The Five Customer Leadership Competencies The Five Competencies Build Your Customer-Driven Growth Engine The Five Competencies Connect to Tell the Story of Your Customers' Lives You Can Stage the Competencies to Meet Your Timing and Priorities The Five Competencies Answer the Question “What Do You Do?” Summary
Chapter 2: Unite Leadership to Achieve Customer-Driven Growth
Supporting Your CEO's Legacy Pivotal Leadership Shift: Elevate Customers as Assets Knowing the Power Core = Knowing How to Get Traction Customers as Assets Is an Attitude Shift, Not a Dashboard Remove Survey Score Addiction by Adding Customer Asset Metrics Elevating Customers as Assets Diminishes “Leap of Faith” for this Work Six Common Power Cores A United Leadership Team Is Necessary to Move from Talk to Action Use Your Journey Map to Focus on Customer Priorities The Five Competencies Unfold to Tell the Story of Your Customers' Lives Culprit 1: Silo-based Prioritization and Investment Culprit 2: Work Is Layered On and Capacity Creation Is Not Addressed Culprit 3: Lack of Rigor in Holding People Accountable Culprit 4: Annual Planning and IT Investment Summary
Chapter 3: Competency One: Honor and Manage Customers as Assets
Definition: Honor and Manage Customers as Assets Baseline Customer Asset Metrics Leadership Shift Required Competency One Impact When Implemented Summary
Chapter 4: Competency Two: Align around Experience
Definition: Alignment around Experience Your Customer Journey Map = Your Business Decision Blueprint A SIMPLE Journey Map Is Good Naming the Stages Can Change Your Culture Unite Leaders: Why Are We in Business? Unite Leaders: Do We Earn the Right to Growth? Build a High-Level Map to Prioritize the Touchpoints Be the Storyteller Leadership Shift Required Competency Two Impact When Implemented Summary
Chapter 5: Competency Three: Build a Customer Listening Path
Definition: Customer Listening Path Be the Storyteller: Unite Feedback to Tell the Story of Customers' Lives Storytelling Resource One: Aided or Quantitative Feedback Storytelling Resource Two: Unaided Feedback or Qualitative Feedback Storytelling Resource Three: Experiential Listening Build Your Customer Listening Path Leadership Shift Required Competency Three Impact When Implemented Summary: Take Stock of Current Listening Summary
Chapter 6: Competency Four: Proactive Experience Reliability & Innovation
Definition: Proactive Experience Reliability & Innovation Make Customer Experience Development as Important as Product Development Experience Reliability Reality Check How Reliable is the Current Experience Delivered to Customers? How Reliable Is the Support Provided Employees to Deliver Value? Reliability Leads to Customer Desire for Your Experience, and Customer Growth Social Media and Experience Reliability = Customer Growth Leadership Shift Required Competency 4 Impact When Implemented Summary Leadership Behaviors to Drive Transformation
Chapter 7: Competency Five: One-Company Leadership, Accountability, and Culture
Definition: One-Company Leadership, Accountability, and Culture Leadership Shift Required Unite the Leadership Team Give Permission and Behaviors to Model Prove It with Action Do You Capitalize on Annual Planning to Manage Customers as Assets? Competency Five Impact When Implemented Customer-Driven Growth Inhibitors Leadership Behaviors to Drive Transformation Your Leadership Transformation Plan
Chapter 8: Staging the Work
Five Competency Maturity Map Milestones: Years 1 through 5 Evolving Organizational Structures The Evolving Chief Customer Officer Role Summary
Chapter 9: Establishing and Filling the Chief Customer Officer Role
Readiness for the Role: Interview Questions CCO Candidates Should Ask Readiness for the Role: Do You Need a Chief Customer Officer? Readiness for the Role: My Rock, My Story Leadership Engagement: Eight CEO Actions to Increase CCO Success Leadership Engagement: Are You Prepared to Bring a CCO into the C-Suite? Leadership Engagement: Will Your Power Core Enable or Inhibit the Work? Role Definition: Aptitudes of Successful Customer Leadership Executives Role Definition: New CCO Job Description
Your Next Steps… Acknowledgments About the Author Index End User License Agreement
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