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. Understand the Work of the Chief Customer Officer.

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. Understand the Work of the Chief Customer Officer.

10 mindsets for change from Australia’s chief customer officers and experience leaders

Vision Critical

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Build customer intimacy.

8 Thought-Provoking Interview Questions Every Chief Customer Officer Candidate Should Ask

Customer Bliss

Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO.

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. A Tech Writer As A Customer Foundation. Customers feel valued/respected.

11 Statements to Help Assess if Your Company Needs a Chief Customer Officer

Customer Bliss

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. 11 Statements to Assess if Your Company Needs a Chief Customer Officer.

11 Statements to Help Assess if Your Company Needs a Chief Customer Officer

Customer Bliss

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. 11 Statements to Assess if Your Company Needs a Chief Customer Officer.

Chief Customer Officer in Manufacturing & Distribution With Anne Herman – CB47

Customer Bliss

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. Anne is the third Chief Customer Officer for MSA. Customers Want To Have An Easy Experience.

Totango Attends Chief Customer Officer Fall 2018 Conference

Totango

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity. The Customer Success Buzz at CCO. That’s where Customer Success comes into play.

A 4-Step Plan For New Chief Customer Officers, With Donna Peeples – CB29

Customer Bliss

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Establish listening with employees and customers. Get quick wins – usually attached to cost reduction by improving customer experience efficiency. Episode Overview.

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.

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

The Chief Customer Officer Role in Media, With Robert Bridge of Telegraph Media Group – CB39

Customer Bliss

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. During this time he really made a science of understanding the customers and looking at the data from multiple angles.

Proving the ROI of the Chief Customer Officer Role, With Enrique Gomez Alonso – CB71

Customer Bliss

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics.

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. It will guide you on how to earn the right to growth by improving customers’ lives.

From Chief Information Officer to Chief Customer Officer, With Brian Lillie – CB60

Customer Bliss

It’s often from Operations or Marketing, but in the case of Brian Lillie, he went from Chief Information Officer of Equinix , the world’s largest IBX data center and colocation provider, to CCO. Think about how you define metrics around customers more.

The Lifecycle and Legacy of a Chief Customer Officer, with Stephen Ingledew – CB63

Customer Bliss

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. Customer as assets: Acquisition and retention. But at the same time, customers were leaving at a pretty high clip too.

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.

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.

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.

How to Tell if the Chief Customer Officer Role is Significant, With Camille Harrison – CB30

Customer Bliss

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Previously, she was Chief of Staff. Episode Overview.

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. What are the key elements of customer experience in this specific role? Episode Overview.

A Conversation about Oracle’s’ Chief Customer Officer Experience, With Jeb Dasteel – CB015

Customer Bliss

Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . Jeb holds the position of Senior Vice President and Chief Customer Officer at Oracle.

Putting customers at the heart of strategy: Q&A with Vision Critical Chief Customer Officer Kelly Hall 

Vision Critical

The role of chief content officer is becoming increasingly important as organizations seek to unify goals, deliver valued customer experiences and accelerate change. But putting customers at the forefront of strategic decision-making isn’t always easy.

Introducing the “Chief Customer Officer Human Duct Tape Show”

Customer Bliss

This leader unites the entire C-Suite team toward a examining and understanding the customer journey in its entirety – to drive accountability to moments that matter most in customers’ lives. The customer experience moments that drives value and growth.

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

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. Episode Overview.

A 6-Year Chief Customer Officer Role Roadmap, With Libby Duane Adams – CB69

Customer Bliss

From her LinkedIn: Libby is the Chief Customer Officer and founding partner of Alteryx, Inc, Alteryx® provides strategic analytics software for enterprise and SMB companies making critical decisions about how to expand and grow. Losing customers in a period of growth.

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. See yourself through the eyes of the customer.

Should You Have a Chief Customer Officer or a Chief Omnichannel Officer?

Topdown

In a recent article and video for Forbes, “ The Case for a Chief Omnichannel Officer ,” Blake Morgan ( @BlakeMichelleM ) argues for the inclusion of a Chief Omnichannel Officer in the C-suite. Customer Experience

The customer is still the boss. Interview with the new Tesco Chief Customer Officer

Helen Dewdney

So, not being one to miss an opportunity, when Alessandra Bellini joined Tesco on 1 March 2017 to become their Chief Customer Officer I requested an interview! It’s important to her to regain customers’ trust with a sustainable vision for the long term.

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.

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. This still-emerging and evolving role can be defined as: the executive responsible for the total relationship with an organization''s customers.

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. Recommendation : The CCO must "bank" customer trust and loyalty to protect customers against hard times. Everyone says they are customer centric.

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.

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. They are; Customer Experience and Value Optimization. Customer Insight, Data and Action Generation. Customer Relationship-Building. Michael Lowenstein, Ph.D.,

The role of the Chief Customer Officer in Europe

Customer Bliss

Although I’m honored on my podcast to speak with a number of customer-driven business leaders of global companies, admittedly the majority of them are based in the United States. Trying to understand where customer thinking might fit into their business.

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.

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.

Are You Using Your Mission Statement to Drive Customer Growth?

Customer Bliss

Most importantly, do employees know it and use it to improve customers’ lives and earn the right to growth? Simply put, your clarity of purpose must guide operating decisions; it needs to be crafted with the customers’ journey at its core * (Tweet this). .

6 Levers For Executive Commitment to CX (Infographic)

Experience Matters

CCXP3 Organizational Adoption and Accountability Chief customer officer Customer experience Executive leadership Infographic Purposeful LeadershipIn the report Activating Executive Commitment to CX, Temkin Group introduces a blueprint that CX leaders can use to gain and strengthen senior executive commitment.

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.

6 Customer Experience Lessons I’ve Learned as an Experienced CCO

Customer Bliss

If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ?