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

Sep 13, 2026

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Chief Customer Officer 2.0 presents a transformation approach to building customer-driven growth, grounded in leadership competencies rather than one-off customer service initiatives. Jeanne Bliss explains how CCOs and executive teams can break the cycle of “fix-it person” behavior, align leadership around customer experience, and integrate accountability, listening, and proactive reliability into the business engine. The book offers guidance, frameworks, audits, and practical roadmaps to unify teams from strategy into action.

LanguageEnglish

CategoryResumes

FormatPDF

Pages31

Reading Time11 min

AccessFree to download

Introduction

Your Reading Road Map for Chief Customer Officer 2.0

Chief Customer Officer Role Clarity

Unite Leadership to Achieve Customer-Driven Growth

Competency One: Honor and Manage Customers as Assets

Competency Two: Align around Experience

Competency Three: Build a Customer Listening Path

Competency Four: Proactive Experience Reliability & Innovation

Competency Five: One-Company Leadership, Accountability, and Culture

Staging the Work

Establishing and Filling the Chief Customer Officer Role

BOOK EXCERPT JEANNE BLISS CHIEF CUSTOMER OFFICER 2.O How to Build Your Customer-Driven Growth Engine Chief Customer Officer 2.0 HOW TO BUILD YOUR CUSTOMERDRIVEN GROWTH ENGINE Jeanne Bliss With over 30 years as a Chief Customer Officer and training executives in customer experience, Jeanne Bliss knows a thing or two about how companies earn extreme customer love. But, she says that kind of love, the kind that grows your business, isn’t just about customer service. In this 2.0 version of her book, Chief Customer Officer, she explains that as as a CCO, creating a customerfocused company takes a transformation, not just a one-off project. She says that CCO’s have to break the cycle of being a “fix-it person” and start changing their companies from the inside out —to become grounded in caring about customers’ lives. Learn more about the book and purchase on [Amazon.com](Amazon.com). Share this! We love word of mouth, so pass it on. But please follow the rules. You can post, copy, forward, or share this with anyone you want, as much as you want. But:1) Don’t change it, 2) [Mention that it comes from WordofMouth.org](Mention that it comes from WordofMouth.org), and 3) [Link to](Link to wordofmouth.org)[ wordofmouth.org](Link to wordofmouth.org) Excerpt from Chief Customer Officer 2.0. [Learn more and purchase at](Learn more and purchase at Amazon.com)[ Amazon.com](Learn more and purchase at Amazon.com) Contents Introduction Your Reading Road Map for Chief Customer Officer 2.0 1 Chief Customer Officer Role Clarity .................. 1 Five Customer Leadership Competencies: Drive Simplicity, Role Clarity, and Adoption. Quick Audit: Where are You Today on the Five Competencies? 2 Unite Leadership to Achieve Customer-Driven Growth .............................................. 25 Pivotal Leadership Shift: Focus on Customers asAssets. Remove Survey Score Addiction. Know Your Power Core: Identify What Helps or Hinders the Work. Unite Leadership from Talk to Action: Eliminate the “Baloney” Factor. Tell the Story of Customers’Lives: Earn the Right to Growth. Improve the Business Engine: Focus, Priorities, and Accountability. 3 Competency One: Honor and Manage Customers as Assets ............................................. 71 Know the Growth or Loss of Customers and Care about the “WHY?” 4 Competency Two: Align around Experience..........89 Give Leaders a Framework for Guiding the Work of the Organization. Unite Accountability as Customers Experience You. Not Down Your Silos. x CONTENTS 5 Competency Three: Build a Customer Listening Path . . .............................................. 111 Seek Input and Customer Understanding, Aligned to the Customer Journey. Tell the Story of Customers’ Lives. 6 Competency Four: Proactive Experience Reliability & Innovation . . .......................... 137 Know Before Customers Tell You, Where Experiences Are Unreliable. Deliver One-Company Consistent and Desired Experiences. 7 Competency Five: One-Company Leadership, Accountability, and Culture . . ....................... 159 Leadership Behaviors Required for Embedding the Five Competencies. Enabling Employees to Deliver Value. 8 Staging the Work . . ................................. 199 Transform by Breaking the Work into Attainable Segments. Competency Maturity Map and Milestones. Evolving Organizational Structures. 9 Establishing and Filling the Chief Customer Officer Role . . ...................................... 219 Assessing Organizational Readiness. Leadership Considerations. Chief Customer Officer Job Description and Role Definition. Next Steps Acknowledgments About the Author Index Introduction I’ve been doing this work for so long, that sometimes while I’m waxing on, a Chief Customer Officer (CCO) client will ask,“Can you write that down?” I don’t often do that, because my goal in coaching CCOs and leader

FAQs

What is the focus of Chief Customer Officer 2.0?

It focuses on transforming companies into customer-focused organizations through leadership competencies and integrated execution, not just customer service projects.

How does the book describe the role of a Chief Customer Officer (CCO)?

It emphasizes breaking the “fix-it person” cycle and shifting the organization from reactive efforts to embedded customer-driven growth.

What key areas does the book cover to drive customer-driven growth?

It covers five customer leadership competencies, including managing customers as assets, aligning around experience, building customer listening paths, and enabling proactive reliability and innovation.

Sep 13, 2026

Upload by Fahsai