I had been working for many years as consultant and senior executive in the airline industry, always trying to make a point about integrating the customer’s point of view into all corporate decision processes, when I found Jeanne Bliss book – a jewel for anybody concerned with how “the customer thing ” is being dealt with in his or her company.
In addition to provide tons of practical advice and really usable working materials, the book can also be used as an eye-opener at the board and c-level to make them aware of how a Chief Customer Officer is a key strategic function which cannot be delegated down to the customer service department.
Jeanne Bliss is a practitioner so her book is MUCH more useful than most business books full of (certainly important and interesting) business strategies written by Harvard professors. With this book, you will get everything you need to put into practice at least a first level of customer experience leadership.
Your can buy the book or the Kindle ebook here: