from lip service to passionate action: chief customer officer virtual boot camp

Become a Beloved and Prosperous Company

www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS

From Lip Service to Passionate Action:

Chief Customer Officer

Virtual Boot Camp.



Welcome to Chief Customer Officer

Virtual Boot Camp

Agenda:

Customer Experience Leadership Aptitudes

Your Power Core

Building Your Customer Experience Plan - Roadmap

Reality Check Audit – Where’s Your Experience Now?



Move FROMDelivering Your Org Chart

TODelivering a Differentiated

Experience

Your End Game…



Reliable

Experience

Operation Efficiency

Unique

Memorable

Experience

Differentiated

Experience

CustomerDESIRES

Experience

“Companies that

create the future do

more than satisfy

customers; they

constantly amaze

them.”

Competing for the Future

Reap Rewards

DefaultExperience

Silo Dysfunction

Stairway to DESIRE

Customer Leaders…



Reality of Driving Change

PRODUCT

PROCESS

SERVICE

Service

Built Separately

Across the

Organization

Process

Product

Yields a

Fractured,

Inconsistent

Customer

Experience

EXPERIENCE

Not a Cakewalk



Customer Leadership Aptitudes©

(Earning the Right to Lead the Work)

Earn

Advocacy

Engage

Commit



REVENUE = ATTENTION

A Customer Leader has got to be able to make and prove this case to

gain executive and board support. Customer Leaders must attach this

work to the profitability of the business.





MAKE THEM LISTEN

A Customer Leader translates the customer information into

compelling, disruptive and engaging nuggets of information. They

make people WANT to have more…to crave knowing more.





GUERILLA METRICS



A Customer Leader gets the customer on the agenda of every key

meeting. Customers are discussed as humans, as people we either

kept or drove away. Customer Leaders make it painful to ignore the

fact that our actions every day either grow or shrink the customer

base.



P E R S I S T !


(What Tom Would Do)

How do we do with resistance? Do we thrive on it or just survive?

We need to be comfortable persisting, even when we’re turned

down.



ACTION,

NOT SLOGANS & BANNERS


(What Tom Would Do)

The company will need to see substantive change to believe that the commitment is true

and real and understand what it means in terms of things they should do. The Customer

Leader’s job is to keep it real. There have likely been efforts that have come before this

most recent proclamation to the customer. The corporate memory keepers have little

patience for empty commitment to the customer.



SURVIVAL OF THE CHAMELEON

Customer Leaders should understand the functions of the organization. Most

importantly, Customer Leaders need to know the players and what their hot

buttons are. Use this knowledge to thrive as a chameleon, modifying

approaches as necessary to connect with each part of the organization.





KEEP THE TROOPS POSITIVE

Customer Leaders recognize that their team members need ongoing recognition

and encouragement. This type of work requires team members to “check their

ego at the door” – as the work is about enabling the operating areas toward their

success. Large scale change can feel slow-going. The astute customer leader

knows to create milestones and recognize them with their team.





MARKET BACK (market “hope”)

In a Customer Leadership job, you must understand what customers and the

company needs, deliver it to them, and remind them that you gave it to them.

Marketing back helps customers believe that the company is listening and acting

on their words. It jolts the naysayer out of thinking things can't or won't get done.

It's absolutely essential to getting the future momentum you need by feeding the

organization hope one morsel at a time





CREATE URGENCY

Customer Leaders clarify for the organization exactly which issues and

experiences are keeping or repelling customers. They simplify the work, and with

that simplicity, make it easier and more compelling for people to want to take

action!





Astute Customer Leaders understand that this unique power they

possess cannot be abused; in fact, it must be given away.

With strong advocate partnerships, one of the greatest tools a Customer

Leader has to continue motivating participation is having people present

their own actions, and putting them front and center to take the credit.

Secret Weapon:

GIVE THE POWER AWAY



1. Revenue = Attention

2. Make Them Listen

3. Guerilla Metrics

4. Persist!

5. Action, Not Crystal Balls

6. Survival of the Chameleon

7. Keep the Troops Positive

8. Market Back

9. Create Urgency

10. Give the Power Away!




A Tool For You: Aptitude Poker!

Nurturing and developing the aptitudes of your team is a very important part of your role – to make sure that their spirits are up, and that they believe they are making a

difference.

The following slides are a “deck” of ten cards, each one with one of the customer leadership aptitudes.

With my compliments, feel free to print these and use them with your team.

1. Pass out the cards.

2. Have a discussion about how everyone is currently living each aptitude.

3. And the opportunities that living this aptitude represents for your success.

4. Plan some actions to strengthen that aptitude for the team.

Revenue = Attention



1. Shuffle and deal the cards.

2. Take turns clock-wise

3. At your turn, discuss your successes and opportunities with the aptitude you’ve been dealt.

(to make the deck, just print out one of each

card on card stock. This is a great way to

challenge, discuss and grow these aptitudes

with your team.)

Aptitude Poker

Give the Power Away!

Aptitude Poker To Play with Your Team



Your Aptitude Poker Cards to Print

Revenue = Attention

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Make Them Listen

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Guerrilla Metrics

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Persist!

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Action, Not Crystal

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Survival of the

Chameleon

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Keep the Troops

Positive

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Market Back

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Create Urgency

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From Lip Service to Passionate Action:Chief Customer Officer Virtual Boot Camp.

from lip service to passionate action: chief customer officer virtual boot camp

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