AUSTIN, Texas, June 15, 2015 – Robert Wiltz, Chief Customer Officer, Paris Presents, Inc. is featured in a new book written by Jeanne Bliss titled CHIEF CUSTOMER OFFICER 2.0: How to Build Your Customer-Driven Growth Engine (Wiley).
In the book, Wiltz shares his experience as Chief Customer Officer at Paris Presents, Inc., a global consumer goods company that creates and distributes beauty products through national and global retailers. Responsible for transforming the go-to market approach for the company, focusing on customer development and brand building, his work and contributions mark him as an expert in customer experience for which Jeanne Bliss pays homage.
“At this point we have not employed customer surveys. Instead we have begun in a nonthreatening way, hearing from the customer at all levels in their organization on areas where we can improve,” Bliss quotes Wiltz in the book. “A big part of listening is to ensure that all internal functions are part of the process, and that key management from operations, marketing, and finance consistently go with me to visit customer and be part of the solution… This ensures that management is hearing from customers at the same time, and that we are all aligned toward the total solution. No filter.”
Featured in a “My Rock, My Story” segment of the book in which Chief Customer Officers share stories on how they have united company leadership, worked through challenges, and achieved success, Wiltz’ wisdom and elite background informs readers of how to practically embed and use Bliss’ five customer leadership competencies to tell the story of customers’ lives and increase customer-driven growth.
In CHIEF CUSTOMER OFFICER 2.0, Bliss – one of the foremost experts on customer-centric leadership and the role of Chief Customer Officer – helps business leaders architect and deliver a deliberate one-company experience that most satisfies their customers’ desires, motivations, and emotions. Instead of passing customer issues along to individual departments, Bliss advocates Customer Leadership Executives (Chief Customer Officers, Vice Presidents of Customer Experience, etc.) like Robert Wiltz unite the entire organization’s leadership team to figure out who their customer is, and then align business priorities, operations, and metrics to transform how the company operates.