Devoted to customer service and the principles of exceptional customer services

As a business owner or executive of a business, it's important to get a feel for the "power core" of your business.  In the book Chief Customer Officer:  Getting Past Lip Service to Passionate Action, Jeanne Bliss takes you step-by-step on how to integrate customer focused initiatives into the corporate structure and offers the tools necessary to evaluate your own organization in terms of customer service. 

In one chapter, Jeanne covers six power cores that exist among  organizations.  An organization generally has one predominant power core which is adopted by the "higher ups" of the business.  Taken from the book, they are:

Product Power Core - product development is the focus

Marketing Power Core - customer relationships may be collapsed to marketing campaigns and tactics

Sales Power Core - motivation is toward "making the numbers" and the organization hasn't worked together to ensure that the after-the-sale experience delivers on the promise of the sale.

Vertical Business Core - a business discipline is the specialty and forms the core of power; processes can be inward focused rather than customer delivery focused

Information Technology Power Core - IT determines the priorities of the organization because the bulk of the spending related to IT projects far exceed other financial requirements

Customer Power Core - they (employees) connect to enable optimum products and sales execution to ensure optimum customer value is delivered

Jeanne concludes that changing the power core is not the answer....

"Know who drives the power core, and know how to make a compelling partnership with the power core to integrate customer probability efforts."

Jeanne also covers what the role of a Chief Customer Officer is within the organization and how having one can certainly benefit the company.

Know more...