Your Reading Road Map for Chief Customer Officer 2.0
1 Chief Customer Officer Role Clarity 1
Five Customer Leadership Competencies: Drive Simplicity, Role Clarity, and Adoption.
Quick Audit: Where are You Today on the Five Competencies?
2 Unite Leadership to Achieve Customer-Driven Growth 25
Pivotal Leadership Shift: Focus on Customers as Assets. Remove Survey Score Addiction.
Know Your Power Core: Identify What Helps or Hinders the Work.
Unite Leadership from Talk to Action: Eliminate the “Baloney” Factor.
Tell the Story of Customers’ Lives: Earn the Right to Growth.
Improve the Business Engine: Focus, Priorities, and Accountability.
3 Competency One: Honor and Manage Customers as Assets 71
Know the Growth or Loss of Customers and Care about the “WHY?”
4 Competency Two: Align around Experience 89
Give Leaders a Framework for Guiding the Work of the Organization.
Unite Accountability as Customers Experience You. Not Down Your Silos.
5 Competency Three: Build a Customer Listening Path 111
Seek Input and Customer Understanding, Aligned to the Customer Journey.
Tell the Story of Customers’ Lives.
6 Competency Four: Proactive Experience Reliability & Innovation 137
Know Before Customers Tell You, Where Experiences Are Unreliable.
Deliver One-Company Consistent and Desired Experiences.
7 Competency Five: One-Company Leadership, Accountability, and Culture 159
Leadership Behaviors Required for Embedding the Five Competencies.
Enabling Employees to Deliver Value.
8 Staging the Work 199
Transform by Breaking the Work into Attainable Segments.
Competency Maturity Map and Milestones.
Evolving Organizational Structures.
9 Establishing and Filling the Chief Customer Officer Role 219
Assessing Organizational Readiness.
Chief Customer Officer Job Description and Role Definition.
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