Hi everyone this is Jean Bliss author of Chief Customer Officer 2.0

how to build your customer-driven growth engine and you are listening to the

marketing book podcast.

Welcome to the Marketing Book Podcast, helping you keep up with the smartest thinking in the quickly

changing field of modern marketing.

And now here's your host, Douglas Burdett.

Hello, thanks for joining me on the Marketing Book Podcast,

which was named by LinkedIn as one of 10 podcasts

that will make you a better marketer in 2016.

My goal for this podcast is to help you discover new ideas about what's working in modern marketing.

Don't worry about taking notes. You can find links to everything discussed in this episode's

show notes at marketingbook Podcast.com. Today we're joined by Gene Bliss and we're going to talk about

her book Chief Customer Officer 2.0, how to build your customer-driven

growth engine.

Gene Bliss is the founder and president of Customer Bliss and the co-founder of the Customer Experience Professionals Association.

Gene pioneered the role of the Chief Customer Officer holding the first ever CCO role at Lands

Inn, Microsoft, Colwell Banker, and Allstate.

Reporting to each company's CEO, she moved the customer onto the strategic agenda, redirecting priorities to create transformational changes

to each brand's customer experience.

And this is what amazes me.

She has driven achievement of 95% loyalty rates, improving customer experiences across 50,000 person

organizations.

...