Trending Sources

Do You Need a Chief Customer Officer?

Customer Bliss

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives.

Brainshark B-B Chief Customer Officer Diane Gordon – CB42

Customer Bliss

One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. Diane has been working since the early 1980s, serving in a number of transformative customer experience roles. A Tech Writer As A Customer Foundation. Episode Overview.

Do You Need a Chief Customer Officer?

Customer Bliss

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives.

Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine

ijgolding

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! This is partly due to the fact that Customer Experience is still in its relative infancy as a profession. Unite accountability as customers experience you. Tell the story of customers’ lives. Not down your silos.

Imagine if Every Company had a Chief Customer Officer

Beyond Philosophy

Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO). Today, we differentiate ourselves in new ways , the most important being how the Customer feels about their experience with you. The CCO’s priority is protecting the Customer Experience, from start to finish. Define the customer strategy.

The Shopkeeper and the Rise of the Chief Customer Officer

MaritzCX

How can we bottle up the intimacy of the connection that a small shopkeeper has with his or her customers but do it on a much larger scale? That was one of the recurring questions at the 2015 Next Generation Customer Experience conference I attended in San Diego, California last week. During one of the panels. View Article

Helping 40 Million Students Repay Their Federal Student Loans, With Chief Customer Officer Brenda Wensil – CB25

Customer Bliss

Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. It was interesting to talk with her about establishing roles, defining processes, and setting priorities within the context of serving millions and millions of important customers. What are the key elements of customer experience in this specific role?

Introducing the “Chief Customer Officer Human Duct Tape Show”

Customer Bliss

In the past 35 years leading customer experience transformation, it has become increasingly apparent that a crucial role of customer leadership executives (The Chief Customer Officer, The Chief Marketing Officer, The Customer Experience Officer) is to unite the company to achieve customer-driven growth. Why Human Duct Tape?

When to Take a Chief Customer Officer Role, and When to Leave One, With Carol Pudnos – CB28

Customer Bliss

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. From Carol’s own LinkedIn: Customers interface with suppliers across hundreds of touch-points. My specialty is bringing the customer journey to life inside the enterprise, empowering employees and transforming the culture.

How Liberty Mutual Engaged the C-Suite & Built their Customer Room, With Chief Customer Officer Margie Dillon – CB2

Customer Bliss

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Finally, Margie and I discussed the build-out and results coming from their new and quite extensive customer room. Podcast customer room podcast

Chief Customer Officer 2.0 Helps You Build a Customer-Driven Growth Engine

Customer Bliss

Utilize the proven 5-competency framework that has launched and advanced the customer experience transformation in business-to-consumer and business-to-business companies around the world. My new book contains an explicit path and set of actions to unite your Chief Customer Officer and leadership team in leading your customer-driven transformation.

WHEN Do You Need a Chief Customer Officer?

CCO Council

I am often approached by senior level executives and asked whether their company really needs a chief customer officer. Hiring a chief customer officer is not an issue of if, but of when. Does top leadership have an appetite for developing customer centricity? Customer centricity is often viewed as a "nice to have" rather than a strategic business imperative. An army of one does not win the war, nor does it bring about customer centricity. Executives and employees cannot abdicate their shared responsibility for customers to the CCO.

The Rise Of Federal Chief Customer Officers

Forrester

Hundreds if not thousands of leading corporations have created chief customer officer (CCO) positions in recent years to help them become more customer-centric. For more of my federal CCO research, check out my Executive Q&A: Federal Chief Customer Officers report on forrester.com or my blog post on the subject. Customer Experience Now US federal government agencies are toying with the idea of adding CCO positions and four have already taken the plunge. Read more.

The Rise - and Flutter - of the Chief Customer Officer

Think Customers

Corporate leaders are beginning to recognize that the lines have blurred between the brand and the customer experience. This revelation is prompting a growing number of companies to establish a Chief Customer Officer (CCO) role and bring a more unified approach to customer centricity. According to The 2014 CCO Study conducted by the Chief Customer Officer Council, 22 percent of Fortune 100 companies have adopted the role. Indeed, just 10 percent of the Fortune 500 and 6.7

Where are the UK’s Chief Customer Officers?

Eptica

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. At the very least they should look at who has responsibility for customers and their needs at board level.

The Impact of the Chief Customer Officer, Part I

CCO Council

Today''s customers require access to a company''s offerings through many forms of media in order to meet their preferences and lifestyles. Furthermore, they also require a consistent customer experience across these channels since they can easily choose to change vendors if they do not receive support that meets their expectations. So multi-channel accessibility and consistency of experience across those channels have become essential components to winning the competition for customers. Customer Centricity is a two-year investment.

Quickly Accept Accountability When Things Go Wrong

Customer Bliss

It is unavoidable that at some point, your business will suffer a failure that disappoints customers. How your company reacts, explains, removes the pain, and takes accountability for actions signals how you think about customers, and the collective heart of your organization. However, repairing the emotional connection with customers in distress can be costly. Conclusion.

The Impact of the Chief Customer Officer, Part II

CCO Council

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment. In some industries that experienced negative growth, the presence of the CCO helped stem the decline suffered through competitors and maintain revenues/profits through stronger customer relationships and trust. Everyone says they are customer centric.

How to Bring a Customer Focus Competency to Life

Customer Bliss

Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill. But there’s not the same rigor around how to bring a customer experience to life.

Ten Aptitudes of a Successful Customer Leader

Customer Bliss

A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. Here are the ten customer leadership aptitudes of people who are the most successful in the customer experience mission: 1. Persist!

How a CCO Thrives During CX Transformation

Customer Bliss

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Successful Chief Customer Officers need to deliberately build a plan of action in the early years. Think of them as the change management building blocks required to customer life improvement. Enabling employee performance.

More U.S. Federal Agencies Are Considering Chief Customer Officers

Think Customers

With federal customer experience (CX) so weak, I''m happy to report that several more U.S. federal agencies are considering adding chief customer officers (CCO) to their executive management teams. In the past few months, some of these agencies have asked me to discuss how CCOs can help them improve their customer experience (CX), the best way to structure the position, and what new CCOs should do first. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy ccostrategy federalcustomerexperience forrester rickparrish

CCO Survival Skill: Creating a United Leadership Team

Customer Bliss

I’ve been honored to do 13 episodes of my customer experience podcast so far, and in each episode, I talk with the guest about these ideas. If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. This is what the idea comes down to: actions must be congruent with stated commitments to customer-centric growth. If not moreso.)

An Ambitious First 90 Days for a #CXO

CX Journey

One of the questions that Scott asked me during our session is what I'd call the customer experience officer's (CXO's) "first 90 days." Given a bit more time to consider it, I would actually put the first 90 days into three phases: info gathering, customer understanding, and strategy development. If you missed our conversation, you can f ind it on their site. And ask questions.

Five CX Competencies Transform Your Experience

Customer Bliss

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth. Demystify the role of the Chief Customer Officer.

Listen to Customers & Build a Customer Listening Path

Customer Bliss

A customer listening path unites leaders and the organization in understanding experiences that impact customer growth or loss. When you focus on listening to your customer by using your “one-company” listening path method ( CX competency 3 ), you are able to utilize feedback and tell the story of how your customers experience your business. Customer Listening Requires Agreement on Your Customer Journey Stages. As you build out your listening path, your customer journey provides the frame for storytelling. survey feedback. Conclusion.

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. The Chief Customer Officer Council has determined that the CCO role, in part because its requirements, authority and scope are being constantly reworked almost in real-time, have the shortest life-span of any senior executive, with an average tenure of less than 29 months.

Five CX Competencies Transform Your Experience

Customer Bliss

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth. Demystify the role of the Chief Customer Officer.

Earning authority as a Customer Experience Professional – the importance of professional development

ijgolding

When I started out on my Customer Experience career many years ago, I had no idea that Customer Experience would ever be recognised as a profession. As I started to influence the organisation I was working for, I also did not realise that to be the best Customer Experience Professional I could be, I was […].

Leaders Must Care about Customer Loss & Growth

Customer Bliss

Chief Customer Officer 2.0. Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. Read More: Customer Math is the First Step in Customer Experience Reliability. The post Leaders Must Care about Customer Loss & Growth appeared first on Customer Bliss.

Gain Consensus on Your Moments of Truth and Inspire CX Creativity

Customer Bliss

Do you have consensus on how to define the experience you deliver to your customers? rescuing customers at risk. Have you done the research and work to know what customers value most, what drives them emotionally so that you can build differentiated actions? Two key things happen to your customer experience: 1. The customer experience happens by default.

Listen to Customers & Build a Customer Listening Path

Customer Bliss

A customer listening path unites leaders and the organization in understanding experiences that impact customer growth or loss. When you focus on listening to your customer by using your “one-company” listening path method ( CX competency 3 ), you are able to utilize feedback and tell the story of how your customers experience your business. Customer Listening Requires Agreement on Your Customer Journey Stages. As you build out your listening path, your customer journey provides the frame for storytelling. survey feedback. Conclusion.

Move from ‘Commit’ To ‘Unite’: Four Tactics to Engage Your Leadership

Customer Bliss

Establish Consensus on Managing Customers as Assets. Achieving this can only occur when there is consensus on how to measure this growth or loss, and that leaders start to use the language in a united manner to shift from survey score focus to customer asset growth. The first generation of your five-competency engine will focus on customer experiences that are blocking customers from getting the most out of their experience with you. This is what is hindering your customer asset growth. Your first Customer Room will feel ‘clunky.’

Road Map For Improving Customer Experience in Your Organization - Frank Reactions

Tema Frank

Back in 2001, when I first started selling usability and 360 degree customer experience (CX) testing to companies through Web Mystery Shoppers, I made a huge mistake. The Logic of Customer Experience & Usability Testing You see, I thought that … Continue Reading → The post Road Map For Improving Customer Experience in Your Organization appeared first on Frank Reactions. B2B Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Process Shows Strategies CCO Chief Customer Officer customer experience Jeanne Bliss

Six Critical Checkpoints for a CCO

Customer Bliss

Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. The problem is these disconnected actions don’t amount to anything significant for customers. Will leaders be okay with someone (other than themselves) driving consensus on customer strategy and deliverables? Getting company alignment is tricky.

Listen and then Repeat

Customer Bliss

Eight out of ten phone calls, retail interactions and service calls begin with prescribing a solution to a customer before the customer need is really listened to, understood and validated. The beginning of an interaction can be the time when customers will want to vent. Customers want validation. Listen and then repeat to the customer what they said. Let them.

The Shopkeeper and the Rise of the Chief Customer Officer

MaritzCX

How can we bottle up the intimacy of the connection that a small shopkeeper has with his or her customers but do it on a much larger scale? That was one of the recurring questions at the 2015 Next Generation Customer Experience conference I attended in San Diego, California last week. During one of the panels. View Article