Customer Bliss

FEBRUARY 10, 2015

Competency #1: Honor and Manage Customers as Assets. With this competency, the goal is to align leaders to make a defining performance metric—the growth or loss of your customer base. Know the Growth or Loss of Customers and Care About the “Why?”. What is the power of your acquisition engine?).

Chief Customer Officer 100

Chief Customer Officer eBook Metrics Leadership 100

Customer Bliss

NOVEMBER 3, 2015

Your work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the CX competency framework. As you embed the five competencies, over time, what your company stands for will shift. Gaining leadership commitment to the five competency framework is your first milestone.

Leadership 100

Leadership Innovation Company Communication 100

Customer Bliss

FEBRUARY 17, 2015

Competency #3: Build a Customer Listening Path. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.

Chief Customer Officer 100

Chief Customer Officer eBook Customer Journeys Leadership 100

Customer Bliss

MARCH 3, 2015

The information and experience you gain by working through the customer experience competencies and holding people accountable to customer metrics will condition the organization to redevelop the customer experience for greatest marketplace differentiation. This means: Managing the customer as an asset.

Metrics 100

Metrics Touchpoint Innovation Leadership 100