The document outlines five leadership competencies for building a customer-driven growth engine: 1. Honor and manage customers as assets by understanding growth and loss of customers. 2. Align the organization around customer experience delivery and innovation. 3. Build a customer listening path to seek input along the customer journey. 4. Enable proactive experience reliability and innovation to deliver consistent experiences. 5. Develop leadership, accountability, and a culture that embeds the five competencies.

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5 Leadership Competencies
To Build Your Customer Driven Growth Engine
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Marketing Sales Operations Finance Quality Retail
REALITY…

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Company DNA: Memory Creation
Desire
“Who Else” Does This?
Deliver Memories That
Set You Apart
Differentiated
Experience
Random
Experience
Consistently Define The Experience
Always Reliable At Priority Contacts
Reliable
Experience
“EXPERIENCE” =

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Leadership Inspires Differentiation
Become the ‘FedEx’of Junk Removal
“Experience” Connection

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92%of consumers worldwide trust
recommendations from friends
and family more than any form
of advertising. (Up from 74% in 2007)
Sources: Keller Fay Talk-Track Report & Word of Mouth Marketing Association

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300%
Revenue gained by reducing negative word-
of-mouth versus improving positive ‘buzz’
Source: London School of Economics
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9. 5
Customer Leadership Competencies
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Customers as Assets.
Align leaders to make a defining
performance metric – the growth or loss
of your customer base. Shift to a simple
understanding of customer-driven growth
success.
New Customers,
Volume and Value.
Lost Customers,
Volume and Value?
WHY?
“Experience” Accountability =
#1
Competency 1
HONOR AND MANAGE CUSTOMERS AS ASSETS.
Know the Growth and Loss of Customers and Care About the ‘WHY?’

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Align Around Experience.
Align the Operation Around Customer Experience Delivery
& Innovation. “Earn the Right” to Customer Asset Growth.
• Customer Journey
• Focus on Priorities
§ Leadership Language
Awareness &
Research
Assess &
Sample
Develop
Solution
Partner &
Contract
Service &
Support
Strategic
Partnership
“Experience” Accountability =
#2
Competency 2
ALIGN AROUND EXPERIENCE.
Give Leaders a Framework for Guiding the Work of the Organization.
Unite Accountability as Customers Experience You. Not Down Your Silos.

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Defector Pipeline
Discover Evaluate Buy &
Implement
Use &
Optimize
Benefit &
Grow
Seek
Other
Options
Follow up to
request for
information
On-
boarding
follow up
When less than
x% products
purchased in
use
Follow up to
NPS detractors
Follow up
during/after
contract
experience
After X no.
calls to tech
support
Pre renewal contact:
Proactive contact to
review and improve
customers’ business
(resolve issues)
Follow up
to Lost
Customers
RESCUE Customers at Risk GROW Revenue EMBED Relationship

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Awareness &
Research
Assess &
Sample
Develop
Solution
Partner &
Contract
Service &
Support
Strategic
Partnership
“Experience” Accountability =
Build a Customer Listening Path.
Seek Input and Understanding at Critical Points Along the Journey.
• Tell the Story of Customers’ Lives.
• Unite Decision-Making and Focus.
#3
1 2 3 4 5 6
7
8
9 10
Competency 3
BUILD A CUSTOMER LISTENING PATH.
Seek Input and Customer Understanding, Aligned to the Customer Journey.

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Proactive Experience Reliability & Innovation.
Build the ability to predict performance, rebuild and innovate at key
touchpoints. Make customer experience development as important as
product development.
#4
1 2 3 4 5 6 7 8 9 10
90
95
100
105
MAP
Goal
90
95
100
105
MAP
Goal
90
95
100
105
MAP
Goal
90
95
100
105
MAP
Goal
Competency 4
“Experience” Accountability =
PROACTIVE EXPERIENCE
RELIABILITY & INNOVATION.
Know Before Customers Tell You, Where Experiences Are Unreliable.
Deliver Consistent and Desired Experiences.

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One-Company Leadership, Accountability, Culture
• United Leadership Behavior
• Decisions and Operational Actions
• Enable People to Act.
“Experience” Accountability =
#5
LEADERSHIP, ACCOUNTABILITY & CULTURE
Leadership Behaviors Required for Embedding the Five Competencies.
Enabling Employees to Deliver Value.
Competency 5

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5 Competencies = Engine for Growth
A Discipline to embed Experience Development into our DNA.
1: Managing Customers as Assets:
2: Alignment around Experience.
3: Building a Customer Listening Path.
4: Proactive Cxperience Reliability & Innovation.
5: Leadership, Accountability & Culture.
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Blog: ww.ccocoach.com
Email: jeanne@customerbliss.com
Twitter: @jeannebliss
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Q & A