Chief Customer Officer 2.0

The subscription business model is hot - from software to music to movies to diet programs, investors and public markets want businesses that create recurring payments from unlimited customers. The old sales and marketing methods can handle attracting new customers for growth; however, only in the last five years has a discipline emerged that views growth in relation to retention, not just sales.

The solution in each case was a focus on customer experience, the most powerful - and misunderstood - element of corporate strategy today. Customer experience is, quite simply, how your customers perceive their every interaction with your company. It’s a fundamental business driver. Here’s proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew 22 percent.

How do we cut through the rigmarole of business to give customers the treatment they desire, and employees the ability to deliver it? Customer experience expert Jeanne Bliss recommends making  business personal to get the traction you need by focusing on one deceptively simple question: "Would you do that to your mother?" Whether you're contemplating your company's returns policy, its social media presence, or its big-picture strategy, this approach helps pinpoint causes of customer unrest and opportunities to deliver joy.

Companies who define success through business outcomes and put customers at the center of their business realize sustainable, continuous growth. Customer experience is a key driver of technical innovation and business success - Customer Obsessed teaches companies how to leverage it across all levels of their organizations to sustain competitive advantage in the digital era. Customer Obsessed provides a comprehensive road map to help you build a better, more innovative business.

When it comes to recruiting, motivating, and creating great teams, Patty McCord says most companies have it all wrong. McCord helped create the unique and high-performing culture at Netflix, where she was chief talent officer. In her new book, Powerful: Building a Culture of Freedom and Responsibility, she shares what she learned there and elsewhere in Silicon Valley.  

How do today's most successful tech companies - Amazon, Google, Facebook, Netflix, Tesla - design, develop, and deploy the products that have earned the love of literally billions of people around the world? Perhaps surprisingly, they do it very differently from the vast majority of tech companies. In Inspired, technology product management thought leader Marty Cagan provides listeners with a master class in how to structure and staff a vibrant and successful product organization and how to discover and deliver technology products that your customers will love.

Economic forces are everywhere around you. But that doesn't mean you need to passively accept whatever outcome those forces might press upon you. Instead, with these 12 fast-moving and crystal clear lectures, you can learn how to use a small handful of basic nuts-and-bolts principles to turn those same forces to your own advantage.

Josh Kaufman founded PersonalMBA.com as an alternative to the business school boondoggle. His blog has introduced hundreds of thousands of readers to the best business books and most powerful business concepts of all time. Now, he shares the essentials of entrepreneurship, marketing, sales, negotiation, operations, productivity, systems design, and much more, in one comprehensive volume. The Personal MBA distills the most valuable business lessons into simple, memorable mental models that can be applied to real-world challenges.

The New York Times best-selling authors of Switch and Made to Stick explore why certain brief experiences can jolt, elevate and change us - and how we can learn to create such extraordinary moments in our life and work. What if a teacher could design a lesson that he knew his students would remember 20 years later? What if a doctor or nurse knew how to orchestrate moments that would bring more comfort to patients?

The best companies in the world discover what their customers desire - and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success

Drawing on more than a decade of new work, Kim and Mauborgne show you how to move beyond competing, inspire your people's confidence and seize new growth, guiding you step-by-step through how to take your organization from a red ocean crowded with competition to a blue ocean of uncontested market space.

No skill is more important in today's world than being able to think about, understand, and act on information in an effective and responsible way. What's more, at no point in human history have we had access to so much information, with such relative ease, as we do in the 21st century. But because misinformation out there has increased as well, critical thinking is more important than ever. These 24 rewarding lectures equip you with the knowledge and techniques you need to become a savvier, sharper critical thinker in your professional and personal life.

Want more out of life? You're not alone. And best-selling author Mel Robbins is here to help with no-bullshit life and business advice that you won't get anywhere else. This follow-up to The 5-Second Rule - available only in audio - takes the classic talk-show format and elevates it to a premium audio experience. Listen to private, one-on-one coaching sessions between the celebrated motivational speaker and people like you - people who want better relationships, to be healthier and more productive, to get unstuck from destructive habits.

Growth is now the first thing that investors, shareholders and market analysts look for in assessing and valuing companies. Hacking Growth is a highly accessible, practical, method for growth that involves cross-functional teams and continuous testing and iteration. Hacking Growth does for marketshare growth what The Lean Startup does for product development and Business Model Gneration does for strategy.

The founder and executive chairman of the World Economic Forum on how the impending technological revolution will change our lives. We are on the brink of the Fourth Industrial Revolution. And this one will be unlike any other in human history. Characterized by new technologies fusing the physical, digital and biological worlds, the Fourth Industrial Revolution will impact all disciplines, economies and industries - and it will do so at an unprecedented rate.