Chief Customer Officer: Getting Past Lip Service to Passionate Action

PART ONE: WHY CUSTOMER EFFORTS CRASH AND BURN.

1 Machine of Mediocrity: Corporate Machine on Autopilot.

2 The Power Core.

3 Dueling Silos: Competing Metrics, Mechanics, and Motivation.

PART TWO: WRESTLING WITH CUSTOMER LEADERSHIP.

4 Leadership Gut and Guts: Real Passion or Hand Wave?

5 Guerrilla Metrics.

6 Herding C-A-T-S: Customer Accountability Targets.

7 Reality Check Audit.

PART THREE: IS A CHIEF CUSTOMER OFFICER THE SOLUTION?

8 Do You Need a Chief Customer Officer?

9 The CEO and CCO Partnership: The Tom Sawyer Formula.

10 Structures for Driving Change.

PART FOUR: JUST IN FROM THE FRONT.

11 True Life Stories of Chief Customer Officers.

Epilogue.

Afterword by Jill Griffin.

References.

Acknowledgments.

The Author.

Index.