"Drawing on first-hand experience, author Jeanne Bliss explains why even great firms can deliver mediocre customer service." (Marketing Direct & BrandRepublic.com, April 2007)From the Publisher:
Drawing on her first-hand experience at top companies as diverse as Lands' End and Microsoft, Jeanne Bliss explains why even great corporations can drift to delivering mediocrity to customers, and she offers a proven solution to break the cycle. Different divisions and departments in corporations can fail to communicate and act as a team-they create silos instead of a superior customer experience. Jeanne Bliss shows in stark detail how profits suffer when businesses focus on their organizational charts and not their customer relationships. This book provides leaders the tools and information they need to overcome organizational inertia and deliver a meaningful customer experience. The author includes diagnostics to determine if a company's core strengths, metrics, and systems improve or harm customer relationships. With all these tools, leaders can address the organizational challenges they face with an exhaustive review of the Chief Customer Officer role and an evaluation to determine the right solution for their culture and company.
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Descripción Jossey-Bass. Hardcover. Estado de conservación: New. 0787980943 In NEW, unread book in excellent condition. No nicks or tears on dust jacket that has clean, straight edges. MoNeY Back Guarantee!. Nº de ref. de la librería J-7-104
Descripción Estado de conservación: Brand New. Book Condition: Brand New. Nº de ref. de la librería 97807879809481.0
Descripción Jossey-Bass, 2006. Estado de conservación: New. Brand New, Unread Copy in Perfect Condition. A+ Customer Service! Summary: "Jeanne Bliss is a powerhouse when it comes to driving customer focus. It's in her bones. She has an uncanny ability to cut across an organization and support leaders in the quest to drive the operation of the company toward strong and powerful customer relations."--Gary Comer, founder, Lands' End "Who else has led customer loyalty for five major U.S. corporations? Jeanne Bliss has an uncommon background, blending her passion for customer experiences with her ability to cut through organizations and get the job done. Business leaders would be wise to understand Jeanne's approach to know how they can either enable or hinder the process. And those from throughout all parts of the organization will find the proven approaches to drive change that's eluded them in the past.'--Jean-Philippe Courtois, president, Microsoft International, senior vice president, Microsoft Corporation "The connection of customer care in a single C-level authority is an emerging discipline of the early 2000 decade--but Jeanne Bliss is already firmly in place as its oracle who can make it actionable as a major economic value-added."-- Mack Hanan, bestselling author, Consultative Selling and CEO , the Grey Matter Group Inc. "Talking about customer service is one thing; having it in your DNA is another. Chief Customer Office provides refreshing and needed advice for organizations that say they've committed to customer loyalty but don't seem to make any progress."--Wim Elfrink, senior vice president, customer advocacy, Cisco Systems Inc. "Before you go around the block one more time trying to drive 'customer focus,' read Chief Customer Officer cover to cover. Jeanne Bliss gives you the tools, the tactics, and the real-world support you need to finally drive change across your company."--Daniel J. Bishop, president and founder, The Maids International, Inc.--The Maids Homes Services. Nº de ref. de la librería ABE_book_new_0787980943
Descripción John Wiley & Sons Inc 2006-04-21, New York, 2006. hardback. Estado de conservación: New. Nº de ref. de la librería 9780787980948
Descripción Jossey-Bass, 2006. Hardcover. Estado de conservación: New. book. Nº de ref. de la librería 0787980943
Descripción Jossey-Bass Inc Pub, 2006. Hardcover. Estado de conservación: Brand New. illustrated edition. 320 pages. 9.50x6.25x1.50 inches. In Stock. Nº de ref. de la librería __0787980943
Descripción Jossey-Bass, 2006. Hardcover. Estado de conservación: New. Nº de ref. de la librería P110787980943