Chief Customer Officer's Playbook

A support manager named Elena was promoted to Director of Customer Care on a Friday. On Monday she hadforty agents and a churn problem nobody could explain. She had no playbook for any of it. This book is theone she needed.

What Elena was missing wasn't effort or talent. It was a structure for the function itself - a way to see thewhole thing at once and build it in the right order, rather than firefighting one queue at a time. Most peoplehanded this role never get that structure. They learn it slowly, account by lost account, over several years.

The Care Operating System - eight building blocks (role, audit, strategy, team, process, metrics, difficultsituations, innovation), built in sequence until the whole function holds customers instead of merely answeringthem. Each block makes the next one possible.

Every template Elena used to stand the department up is printed inside the book - scorecards, checklists, calculators, scripts - with a filled-in example for each. No email walls, no downloads, just turn the page.

The standard hardcover on this subject costs more than this paperback, and a single hour with a customer-experience consultant costs many times the price of the whole book. This one costs less than dinner.

Read it through once. Then build, one block at a time.