Customer CEO

How to Profit from the Power of Your Customers

Chuck Wall

Most companies still operate like they control their customers. But, in today’s market, it’s really the other way around. Customer CEO confronts the new market reality that customers choose who to do business with completely on their own terms. This effectively inverts the power, control, and direction of decision-making; to survive in this new landscape, organizations must quickly adapt. Author Chuck Wall explores the nine powers customers possess—including “the power of me,” “the power of the heart,” and “the power of rebellion”—and how companies can profit by understanding the powers of their customers. Based on more than a decade of firsthand experience and over 100,000 customer interviews, Customer CEO provides every size company with a roadmap of fresh ideas and easy to use tools, while exploring three dozen companies that embrace the power of their customers. By reading this book, every leader can transform their business into a Customer CEO company.

Print | 978-1-937134-37-2 | $24.95
eBook | 978-1-937134-38-9 | $19.99
Enhanced eBook | 978-1-937134-39-6 | $19.99
5.5 x 8.5 hardcover | 240 pages
April 30, 2013

Media Coverage

  • I’ve felt for a long time that satisfied customers are not enough. What you need are customers who are so pleased by the way you treat them that they want to brag about you. They become part of your sales force. If you want to create those kinds of Raving Fan customers, read Customer CEO and let Chuck Wall guide your journey.
    Ken Blanchard, coauthor of The One Minute Manager® and Raving Fans
  • For years I've been teaching brands how to fascinate their customers. What I love about Chuck Wall's approach is how vividly he illustrates that customer holds equal, if not more, power than brands. Today, marketers don't lead the message–the market does. In this fascinating book, Chuck Wall teaches how.
    Sally Hogshead, Hall of Fame speaker and author of FASCINATE: Your 7 Triggers to Persuade and Captivate
  • The 21st century’s free market capitalism obsession with maximizing shareholder value has one major flaw: the most important enterprise stake holder, the customer, does not have a seat at the table. Chuck Wall’s brilliant Customer CEO articulates why tomorrow’s successful companies must insist on the shareholders’ need to share the spotlight with a business’s prime constituency–the customer.
    Peter Georgescu, chairman emeritus, Young & Rubicam
  • Customer CEO provides great vision on what truly matters in the rapidly changing world of servicing customers. Culture in an organization is strongest when there is a clear vision and a consistent message. Customer CEO is the tool needed to get everyone in your organization moving in the same direction. Chuck’s examples of successes and failures provide up-to-date insight into how to recognize the power of your customers. If your business has customers, everyone in your organization, from the C-suite to the frontline, should read this book!
    Chris Zane, founder and president Zane's Cycles, author of Reinventing the Wheel: The Science of Creating Lifetime Customers
  • Wow, talk about ‘voice of the customer!’  Chuck Wall has come face-to-face with more than 100,000 customers in his 30-year career, along the way collecting many inspiring stories and terrific examples of great service. Customer CEO is not just entertaining, but well worth the read, no matter what part of the business you’re in.
    Don Peppers and Martha Rogers, PhD, authors of Extreme Trust: Honesty as a Competitive Advantage
  • Chuck Wall has been designing a better future for his clients for a long time by teaching them the importance of first designing a better future for their own customers. Customer CEO shows every size and type of organization the best path to take to profit from the power of their customers.  This will be a book that will change forever the way you think about your customers.
    Tom Cuthbert, Vistage Chair
  • In Customer CEO, Chuck Wall does much more than confront and overturn longstanding but obsolete marketing strategies. He literally gives today's customer a voice and lays out a roadmap for exactly how you must listen, act, and partner as a brand to profit in a market where power, persuasion, and media are shared with consumers.
    Simon Mainwaring, founder + CEO, WeFirst 
  • The internet and social media have given customers a voice as important and strong as the companies serving them. Chuck Wall showcases dozens of companies that have succeeded by putting their customers first. In Customer CEO, Chuck will focus – or refocus you – on the voice of your customers. Let him lead you through the steps you need to follow to create a lasting enterprise.
    Morris Miller, CEO of Xenex Healthcare Services and cofounder of Rackspace 
  • Most of us are hopeful to succeed in one business. Chuck Wall is a master entrepreneur who has succeeded in many businesses. He succeeds because regardless of his business, he’s understood his customers and treated them like they were in charge. Chuck understands that the customer is CEO and what business owners need to do about it. You'll like the wisdom he shares in this book.
    Brad Aronson, entrepreneur and investor