Jeanne Bliss's Chief Customer Officer 2.0 - How to Build Your Customer-Driven Growth Engine has sat at the top of the books stacked on my desk for over a month. Waiting. Patiently. No, not for me to read it. I read it right away the day it came in the mail.
No, the book's been waiting for me to wrap my head around it, so's I could write a review for it, for her, for you.
The challenge wasn't what to write. The challenge was what not to write. See, it's so good, so complete, so well-written, so organized, smart and useful, pragmatic and practical, effective and efficient in what she covers and how she covers it, her advice and tips are so imminently doable ... that, I know this is weird, but I couldn't find an angle, a handle. Writer's block all focused on one book whose topic is one of my faves: Customer Service.
So, I left it up there, on top of all the other books cycling through my life to remind me to keep thinking about it, keep agitating my little brain until it could find something to say. Finally.
Turned out ...
“It’s really very simple: Anyone in business should be thinking about customers, and anyone thinking about customers should be reading Jeanne Bliss.” - Don Peppers, Founding Partner, Peppers & Rogers Group
If you're just starting up your business you want to get Chief Customer 2.0 to see how to do Customer Service right, from the get-go. That'll sustain your business, drive testimonials and referrals (old-school terms for word-of-mouth) which will help you save money on advertising and marketing and wait ... be a source of positive reviews and inspiration inside your company. Few things lift a company's spirits like a customer's praise shared all throughout the company. Buy her book, read it, do what she says and be successful. We need you startups and small businesses, you're the job-creators.
If you're working in a great big, Fortune 100 company? Yeah, you should read this book, too. This is part of Jeanne's greatness, she talks your talk too, all about systems and paradigms and programs and those big diagrams you guys love to talk about and look at.
I'm just having fun with you, don't get fussy. For me Customer Service starts and ends with "Do you care?" and then goes to "Why do you care?" and "Will your company let you care?" but, that's me. For others, that care and concern gets channeled into these systems and paradigms and programs and diagrams and it works for them, for you. Just remember the customer, you know, the one you're serving with these systems and programs and diagrams.
To do that, get Jeanne's book, read it, find out how you can make Customer Service the focus, once again, of your organization. She'll give you the tools and perspectives to broach this subject with your C-Suite execs in language they'll respect.
Jeanne's been walking, talking, the talk of Customer Service ever since I met her ... I forget ... back in 2005 or 6 when she wrote her first great book: I Love You More Than I Love My Dog. Being a dog lover, I still find that hard to believe. But, she shares stories of customers who shared that sentiment with companies. That's AMAZING! And she shows you 5 Decisions that Drive Extreme Customer Loyalty in Good Times and Bad (like a dog's loyalty for its owner.) I'm still shaking my head, thinking to myself "Yeah, go ahead and try." But some did and their customers did and Jeanne shows you how.
Jeanne kept writing and it's good for us she did because her books and wisdom and tips just keep getting better. Lucky for you. Now you can get her best. Go get it. Woof.
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