CCO Council

JUNE 24, 2014

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.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity Competitive Advantage Policies 85

CX Journey

FEBRUARY 5, 2015

At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity. Customer experience is all too often seen as a discretionary cost and not a revenue driver. Yes, it’s important. But how important?

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Beyond Philosophy

MAY 31, 2016

The dual message here is that companies should focus greater attention both on creating brand “champions” and advocates among customers and on building these same capabilities within the job descriptions of all employees within the organization, irrespective of function or level. Customer Centric Employee Engagement.

Company 60

Company Chief Customer Officer Employee Engagement Leadership 60

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. It’s also a lagging indicator, meaning it doesn’t help teams proactively flag and address customer experience issues in real-time. Andrew McFarland Senior Vice President, Chief Customer Officer at Black Box.

System 338

System Effort Score NPS Net Promoter Score 338