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Synopsis

Drawing on her first-hand experience at top companies as diverse asLands’ End and Microsoft, Jeanne Bliss explains why evengreat corporations can drift to delivering mediocrity to customers,and she offers a proven solution to break the cycle.

Different divisions and departments in corporations can fail tocommunicate and act as a team—they create silos instead of asuperior customer experience. Jeanne Bliss shows in stark detailhow profits suffer when businesses focus on their organizationalcharts and not their customer relationships.

This book provides leaders the tools and information they needto overcome organizational inertia and deliver a meaningfulcustomer experience. The author includes diagnostics to determineif a company’s core strengths, metrics, and systems improveor harm customer relationships. With all these tools, leaders canaddress the organizational challenges they face with an exhaustivereview of the Chief Customer Officer role and an evaluation todetermine the right solution for their culture and company.

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