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Jeanne Bliss
Chief Customer Officer
Getting Past Lip Service to Passionate Action
Jossey-Bass, 2006
¿De qué se trata?
If the customer is always right, why aren’t managers paying more attention? Here is how to plant a customer advocate in the corner office.
Recommendation
If the "customer is always right," the next question is, "Why do so many customers stop doing business with companies?" The answer is, "bad service." Customers refuse to buy from companies that render unsatisfactory service and ignore their complaints. Sadly, managers usually sound the alarm and demand new customer service initiatives only after the customers have fled. Author Jeanne Bliss, a veteran chief customer service officer, tries to explain the problem and to suggest ways to correct it. She offers so many detailed trees – in the form of questionnaires, bullet points, details and checklists – that you risk losing sight of the practical forest: the motives and methods for implementing better customer service. There is valuable information here, even if it is a bit shaded. For this reason, getAbstract particularly liked her clear, helpful and revealing chapter of first-hand stories from the field of customer service.
Summary
About the Author
Jeanne Bliss has spent 25 years managing customer focus and profitability for major corporations, and was a general manager of worldwide customer and partner loyalty for a leading software company.
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