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 FROM
Delivering Your Org Chart
TO
Delivering a Differentiated
Experience
Your End Game…

Reliable
Experience
Operation Efficiency
Unique
Memorable
Experience
Differentiated
Experience
Customer
DESIRES
Experience
“Companies that
create the future do
more than satisfy
customers; they
constantly amaze
them.”
Competing for the Future
Reap Rewards
Default
Experience
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

Persist!
Action, Not Crystal
Balls
Survival of the
Chameleon

Keep the Troops
Positive
Market Back
Create Urgency

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

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