Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine

Index

1. AbbVie
2. “Accelerating Down the ‘Customer Experience’ Road” (Dawson)
3. Accountability. See One-Company Leadership, Accountability and Culture (Competency 5)
4. Action Lab
   1. Build a Customer Room
   2. Building a Defector Pipeline
   3. Code of Conduct to Customers
   4. Current State: Five Competencies (audit)
   5. Customer-Centric Journey Stages
   6. defined
   7. Earn the Right to Growth
   8. Leadership Behaviors
   9. Leadership Calls to Customers
   10. Leadership Team Involvement
   11. Leadership Transformation Plan
   12. Organization Readiness
   13. Reliability Reality-Check
   14. Take Stock of Current Listening
   15. Visual Customer Asset Story
   16. What Is Your Power Core?
   17. Your Customer Asset Metrics
5. “ACTIVE Listening Helps Students with Loan Repayment” (Wensil)
6. Adobe
7. “Aggregating Insights to Interest Even the CFO” ...