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10 Insights to Build Your Customer-Driven

Growth Engine

This presentation consists of highlights from the interview with Moe Abdou,

founder & host of 33voices®.

Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the custom-er to the strategic agenda, redirecting priorities to create transformational changes to each brands’ customer experience. She has driven achieve-

ment of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations.

Jeanne Bliss@jeannebliss

Founder and President of CustomerBliss

The most consumer friendly companies empower their Chief Customer Officer to

embed behaviors & actions that unite silo-based organizations in focusing on priorities in their customers’ lives.

Their goals include:

Insight #1

The most consumer friendly companies empower their Chief Customer Officer to

embed behaviors & actions that unite silo-based organizations in focusing on priorities in their customers’ lives.

Their goals include:Uniting the C-suite as leaders

in the transformation

Insight #1

The most consumer friendly companies empower their Chief Customer Officer to

embed behaviors & actions that unite silo-based organizations in focusing on priorities in their customers’ lives.

Their goals include:Establishing one-company definitions and

goals for customer growth

Insight #1

The most consumer friendly companies empower their Chief Customer Officer to

embed behaviors & actions that unite silo-based organizations in focusing on priorities in their customers’ lives.

Their goals include:Embedding competencies to improve

and innovate experiences

Insight #1

The most consumer friendly companies empower their Chief Customer Officer to

embed behaviors & actions that unite silo-based organizations in focusing on priorities in their customers’ lives.

Their goals include:Building a culture that begins

with the lives of customers

Insight #1

The most consumer friendly companies empower their Chief Customer Officer to

embed behaviors & actions that unite silo-based organizations in focusing on priorities in their customers’ lives.

Their goals include:Enabling employees to deliver value

Insight #1

Insight #2

Companies that transform how they grow are deliberate about first improving

the lives of their customers before earning the right to that growth.

Insight #3

The leaders who build customer-driven growth engines follow these five competencies:

Insight #3

The leaders who build customer-driven growth engines follow these five competencies:

They honor and manage customers as assets, not numbers

Insight #3

The leaders who build customer-driven growth engines follow these five competencies:They align the organization to deliver

valued customer experiences

Insight #3

The leaders who build customer-driven growth engines follow these five competencies:They build a customer listening path by defining what the customer values

Insight #3

The leaders who build customer-driven growth engines follow these five competencies:They focus proactively on experience

reliability and innovation

Insight #3

The leaders who build customer-driven growth engines follow these five competencies:They unite one-company leadership,

accountability, and decisions.

Insight #4

If you’re serious about enhancing your customer experience, stop your addiction to surveys — especially one question surveys,

and measure what your customers do as opposed to what they say.

Insight #5

Smart companies never fail to acknowledge their existing customers,

for they know that organic growth always trumps acquisition growth.

Insight #6

The customer journey map unites a culture, and establishes the framework for leaders to

guide the direction of the business and drive accountability.

Insight #7

Companies who listen well, serve well, for they know that the only way to see what the customer sees is to walk in her shoes.

Take this reality check audit!

Insight #8

Kill the stupid rules that erode customer trust and diminish your team’s ability to do their jobs.

Ask “Does this policy still fit our changing culture” and reward the team members who

identify and take action to kill such rules

Insight #9

These seven practices will inhibit your customer-driven growth:

Insight #9

These seven practices will inhibit your customer-driven growth:

Not having executives engaged in the effort

Insight #9

These seven practices will inhibit your customer-driven growth:

Starting with a mantra, not an action plan

Insight #9

These seven practices will inhibit your customer-driven growth:

Not defining the customer experience and gaining alignment

Insight #9

These seven practices will inhibit your customer-driven growth:

Not breaking the work into actionable pieces

Insight #9

These seven practices will inhibit your customer-driven growth:

Focusing first on survey scores and not customer growth

Insight #9

These seven practices will inhibit your customer-driven growth:

Lack of clear communication and behaviors to model

Insight #9

These seven practices will inhibit your customer-driven growth:

Actions based on what people think vs what customers think

Insight #10

When hiring your Chief Customer Officer, look for these 10 aptitudes:

Insight #10

When hiring your Chief Customer Officer, look for these 10 aptitudes:

Revenue = Attention

Insight #10

When hiring your Chief Customer Officer, look for these 10 aptitudes:

Customer asset metrics

Insight #10

When hiring your Chief Customer Officer, look for these 10 aptitudes:

Make them listen

Insight #10

When hiring your Chief Customer Officer, look for these 10 aptitudes:

Persist!

Insight #10

When hiring your Chief Customer Officer, look for these 10 aptitudes:

Action, not crystal balls

Insight #10

When hiring your Chief Customer Officer, look for these 10 aptitudes:

Survival of the chameleon

Insight #10

When hiring your Chief Customer Officer, look for these 10 aptitudes:

Keep the troops positive

Insight #10

When hiring your Chief Customer Officer, look for these 10 aptitudes:

Market back

Insight #10

When hiring your Chief Customer Officer, look for these 10 aptitudes:

Create urgency

Insight #10

When hiring your Chief Customer Officer, look for these 10 aptitudes:

Give the power away

Reflect: Do you measure what your customer DOES or

what she SAYS?

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Presentation created by Chase Jennings

Insights by Moe Abdou

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