Having held the role of Chief Customer Officer, reporting to the Presidents of Lands’ End, Mazda, Coldwell Banker, Allstate and Microsoft Corporations, I wrote Chief Customer Officer: Getting Past Lip Service to Passionate Action as the roadmap I wish I had back when I began my journey as a Customer Zealot.
Since the book launched, I have coached many Chief Customer Officers and Customer Experience Officers; helping them transition successfully into this pivotal role. And I have led “Chief Customer Officer Boot Camp” sessions around the world, building extensive new tools, content and materials that go beyond what’s penned in the book; to assist executive teams drive the customer profitability agenda inside their operation.
So instead of writing a new book – I’m giving you Chief Customer Officer 2.0, which is the content I’ve created since the book, “Chief Customer Officer,” was published. At no cost. Because I’ve walked in your shoes.
When I coach clients, we celebrate the successes and commiserate when we hit a wall. As you know, sometimes doing this customer work feels like you’re the only one in the room. This job is not like the others where scorecards are clear, we are in charge of our deliverables and have a budget connected to our actions.
Sure, you’ve been given the job, but is there commitment to move the work forward? Are you building and strengthening the competencies that you need to be successful in this type of a position?
As your virtual coach, one of the first things I’ll provide you with are the core CCO aptitudes that both you and your team should have to thrive, survive, and drive this work ahead. I will ask you the probing questions and provide you with the questions to ask inside your organization to test the commitment and determine if you are making progress. And of course, there will be tools and actions that you can go implement right away.
Chief Customer Officer 2.0 is my treat to you.
Because I’ve been there.
Because I want you to succeed.
I look forward to our conversations, to our debates and to helping you push the weight of that customer rock up the hill.
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