A Customer Experience Roadmap to Transform Your Business and Culture
Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.
And it will take years off your learning curve.
Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers.Â
1. Manage and Honor Customers as Assets
2. Align Around Experience
3. Build a Customer Listening Path
4. Proactive Experience Reliability and Innovation
5. One Company Accountability, Leadership & Decision Making
Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customersâ lives. Jeanne Bliss fearlessly shares her tools and leadership ârecipe cardsâ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning.
Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine.
Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Landsâ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view.Â Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners.Â She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).
"There are three pillars of enchantment: likability, trustworthiness, and quality. The Apple experience is the best modern-day example of all three pillars. Carmine's book will help you understand and implement the same kind of world-class experience."
--Guy Kawasaki, author of Enchantment and former chief evangelist of Apple
"Carmine Gallo explains beautifully and simply just what makes the Apple retail experience so successful. No matter what kind of business you are in, there are insanely valuable lessons in this book!"
--Garr Reynolds, author of Presentation Zen and The Naked Presenter
"At its core, this book is not about Apple. It's about delivering the best experience possible." --Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc.
"An exciting resource for any business owner in any country who wants to reimagine the customer experience."
--Loic Le Meur, CEO, LeWeb
"Why can't other retail experiences be as great as an Apple store's? Not only does Carmine Gallo answer that question brilliantly, but he shows precisely how to make sure your customers never ask it about your business."
--Matthew E. May, author of In Pursuit of Elegance and The Laws of Subtraction
"Carmine Gallo gets to the magic of Steve Jobs: Touching people's lives. This simple, yet delightful vision should be at the heart of every retail interaction in the world today."
--Peter Steinlauf, Chairman, Edmunds.com
"This magnificent collection of insights illuminates the way for anyone who wants to create a truly great experience, whether in retail, service, or software. "
--Dan Roam, author of The Back of the Napkin and Blah Blah Blah
Reinvent your business to deliver Apple-like customer satisfaction and profits
In The Apple Experience, internationally bestselling author Carmine Gallo details the principles and practices behind this total commitment to the customer and explains how your brand can achieve outstanding results by delivering this same high standard of service.
Carmine Gallo interviewed professionals at all levels who have studied Apple, and he spent hundreds of hours observing the selling floor in Appleâs retail space and learning about Appleâs vision and philosophy. Using insights and data from these sources, he breaks down Appleâs customercentric model to provide an action plan with three distinct areas of focus:
With The Apple Experience, you can improve the return on your investment in retail by adding real value to every customer interaction. Better still, any business that deals with people--employees or customers--can adopt the techniques to achieve Apple-like market dominance by enriching lives, building loyalty, and reimagining the customer experience.-
With greater options than ever before, consumers are demanding more than just an excellent product.
âSuperior Customer Experience" is for every front line team member.
It gives a to the point explanation of:
When you apply what is covered in the book youâll gain the perspective you need to shape the way your customers view your organization.
Take action today and download this book for a limited time discount of only $0.99!
For over fifteen hundred years St. Benedict's Rule has been a source of guidance, support, inspiration, challenge, comfort and discomfort for men and women. It has helped both those living under monastic vows and those living outside the cloister in all the mess and muddle of ordinary, busy lives in the world. Esther de Waal's Seeking God serves as an introduction to this life-giving way and encourages people to discover for themselves the gift that St. Benedict can bring to individuals, to the Church, and to the world, now and in the years to come.
Through this definitive classic Esther de Waal has become known as an authority for the lay person on the Rule of St. Benedict. Her ability to communicate clearly the principal values of the Rule when applied to lay people is the ultimate strength of this book. She follows each chapter with a page or two of thoughts and prayers, contributing to its meditative quality.
Esther de Waal is an Anglican lay woman, married with four sons and a number of grandchildren. She lives on the Welsh Borders where she grew up and spends her time gardening, writing, traveling, and taking retreats. She became interested in Benedictine monasticism as a result of living for ten years in Canterbury and has written several books on the Rule of St. Benedict including a life-Giving Way, published by The Liturgical Press, 1995. She holds a PhD. from Cambridge and was given an honorary doctorate from St. John's University for her contribution to Benedictine studies and for her ecumenical work. She was awarded the Templeton Prize for having started the Benedictine Experience weeks which are now widely held throughout America and England.
COACH YOUR BUSINESS TO SUCCESS USING THIS âINTERACTIVEâ APPROACH FROM TWO OF TODAYâS MOST FORWARD-THINKING LEADERSHIP GURUS
âA wonderful and indispensable guide to the practice of coaching. The authors are among the most seasoned practitioners around . . . and it shows! Whether you are coaching subordinates or clients, you will want to keep this book close at handâfull of detailed guidance.â
âJay A. Conger, Kravis Professor of Leadership Studies,Claremont McKenna College, and author of Building Leaders and Learning to Lead
âStinnett and Zenger provide a comprehensive look at the value of coaching inside the organization, complete with a process, tools, and supports for getting started. This book is a great resource and contribution to the field!â
âPam McLean, Ph.D., CEO, Hudson Institute of Santa Barbara
âFinally, and I do mean finally, a book has emerged that is the very best guide to the philosophy, competencies, and discipline required to be a coach who makes a true difference in lives of others. This is not a book to read. It is a book to study and live by. Why? Because it is all there: the right questions, the right answers, and the right motives of giving your best to others.â
âLarry Wilson, CEO, The Wilson Collaborative, and author of Play to Win!
âThe Extraordinary Coach offers a compelling view of what it means to be a truly effective leaderâ one who empowers and grows capability through coaching. It demystifies coaching into an actionable framework that generates immediate change.â
âChristy Consler, Vice President, Leadership Development and Sustainability, Safeway, Inc.
âPowerful, thought-provoking, and packed with practical tools, concepts, and ideas you can use immediately. It will change the way you think about coaching, and about yourself.â
âLou Kaucic, retired Chief People Officer of Applebeeâs International, founder of Coaches Collective International
About the Book:
Imagine your workplace filled with curious, creative, committed employees. People who take initiative, who are fearless decision makers, who âownâ their work. With the right coaching system in place, this dream will soon become reality.
With The Extraordinary Coach, leadership guru Jack Zenger and coaching expert Kathleen Stinnett deliver an entire toolbox for coaching your organization to success. While other such books simply tell you how to coach, The Extraordinary Coach uses companion videos (at www.zengerfolkman.com), worksheets, checklists, sample questions, and the latest research fi ndings to provide a fullimmersion course on becoming the kind of coach who brings dramatic changes to an organization.
Applying Zenger and Stinnettâs system, youâll see immediate results in your business including:
The authors collected 360-degree feedback assessments from some of the most effective leaders in business today and identified those who were excellent coaches. Then they combined the research with the latest findings from the worlds of psychology, adult development, and systems theory to map out the real science behind effective coaching. The result is a practical, evidence-based coaching system that can be applied in any type of business.
When you coach individuals to success, you lead your entire organization to success. This âinteractiveâ package is exactly what you need to master one of todayâs most critical business leadership skills.
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