Zipcar, Rackspace, AirBNB and others embrace the Chief Customer Officer Role, according to new book
Austin, Texas (PRWEB) June 17, 2015 -- Thirty-four global Chief Customer Officers reveal how they lead their company’s customer experience movement in a new book written by Jeanne Bliss titled CHIEF CUSTOMER OFFICER 2.0: How to Build Your Customer-Driven Growth Engine (Wiley).
In the book, Bliss – one of the foremost experts on customer-centric leadership and the role of Chief Customer Officer – helps business leaders architect and deliver a deliberate one-company experience that most satisfies their customers’ desires, motivations, and emotions. Instead of passing customer issues along to individual departments, Bliss advocates Customer Leadership Executives (Chief Customer Officers, Vice Presidents of Customer Experience, etc.) unite the entire organization’s leadership team to figure out who their customer is, and then align business priorities, operations, and metrics to transform how the company operates.
Thirty-four Chief Customer Officers reveal their quest inside their organizations through the “My Rock, My Story” segments of the book where they share stories on how they have united company leadership, worked through challenges, and achieved success. They are:
Martin Hand, Chief Donor/Customer Officer at St. Jude Children’s Research Hospital; Lesley Mottla, Previous EVP, Global Product and Customer Experience at Zipcar; Graham Atkinson, Chief Marketing and Customer Experience Officer at Walgreens; Lambert Walsh, Vice President and General Manager, Global Services at Adobe; Tish Whitcraft, Chief Customer Officer at OpenX; Claire Burns, Chief Customer Officer at MetLife; Pete Winemiller, Senior Vice President of Guest Relations at NBA’s Oklahoma City Thunder; Hilary Noon, Vice President, Marketplace Insight and Experience at The American Cancer Society; Taylor Rhodes, President and CEO of Rackspace; Jeri Ward, Vice President and Chief Communications Officer at Audi of America, LLC; Jeb Dasteel, Senior Vice President and Chief Customer Officer at Oracle; Kevin Thompson, Vice President of Customer Experience and Development at Barneys New York; Gavan Duff, Chief Customer Officer at MSA, The Safety Company; Carol Pudnos, Head of Global Patient Experience at AbbVie; Chris Dawson, Vice President and General Manager, Consumer Experience and Global Sales Division at BRP, Bombardier Recreational Products; Mark Slatin, Senior Vice President and Client Experience Manager at Sandy Spring Bank; Tom Botts, Executive Vice President and Chief Customer Officer at Denihan Hospitality Group; Misha Logvinov, Chief Customer Officer at Lithium Technologies; Nick Frunzi, Chief Customer Officer at Esri; Samir Bitar, Director of the Office of Visitor Services at The Smithsonian Institution; Alison Circle, Chief Customer Experience Officer at Columbus Metropolitan Library; Lesley Mottla, Senior Vice President of Customer Experience at LAUNCH; Brenda Wensil, Chief Customer Experience Officer at the U.S. Department of Education’s Federal Student Aid; Aisling Hassell, Head of International Customer Experience at Airbnb; Scott Dille, Senior Vice President and Director of Client and Employee Experience at Northern Trust; Robert Wiltz, Chief Customer Officer at Paris Presents; Susan DeLaney, Vice President of Customer Experience at UPS; Ingrid Lindberg, Chief Customer Experience Officer at Prime Therapeutics; Dan Pastoric, Executive Vice President and Chief Customer Officer at Enersource; Michael Bennett, Senior Vice President, Operations at The Irvine Company; Mary Poppen, Chief Customer Officer at SAP, Global Cloud Business; Heather Carroll Cox, Chief Client Experience, Digital and Marketing Officer at Citi; Curtis Kopf, Vice President, Customer Innovation at Alaska Airlines; Sue Pregartner, Chief Operating Officer and Chief Customer Officer at Magisso North America, Inc.
“It is my extreme pleasure to honor these organizations and their Customer Leadership Executives in my book,” says Bliss. “Their work is a true craft in customer experience, and I express with full gratitude my appreciation for letting me share their stories, advice, and experience in CHIEF CUSTOMER OFFICER 2.0.”
Jeanne Bliss’ CHIEF CUSTOMER OFFICER 2.0: How to Build Your Customer-Driven Growth Engine is available in hardcover today.
Megan Grajeda, Cave Henricks Communications, http://www.cavehenricks.com, +1 512-904-9258, [email protected]
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