Featured Articles

Repairing the Emotional Connection with Customers

The measure of your company is determined in the moments of recovery. And beloved companies obsess over every moment of these situations because they know that customers are keeping score.

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Six Critical Checkpoints for a CCO

Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. There’s often a proliferation of tactics and projects underway. The problem is these disconnected actions within dueling silos don’t amount to anything significant for customers. Here are six critical checkpoints that help define the need and the role for a Chief Customer Officer.

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Cross Silo Assessment

Most CEO’s no longer need to be convinced of the importance of retaining customers and developing relationships with profitable customers. What’s on their mind is how to accomplish this feat inside their organizations. Take stock of where your company is today in managing collective cross-silo work.

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Three Tools to Reduce Dueling Silos

You can recognize disconnected silo agendas at work when short-term revenue requirements compromise long-term revenue efforts.

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Diminish the Funky Task Force

Many organizations gear up for “customer focus” action only when the survey results have just come out or are about to be announced. There’s the mad dash to try to see how the data coincides with each operating area. A leader requests several groups work together to “solve the situation.” This begins the cycle of many meetings, ideas and proposed actions, but little movement.

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Customer Leadership Aptitude 2 - Make Them Listen

Your job is to take customers off the spread sheets and survey results to advance a conversation within your organization about the lives of your customers – their experiences – and who they are. This means finding new and disruptive ways to engage your executives and the ranks of your company. Make them want to hear the customers’ words and listen to what is going on in your customers’ lives.

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Decide to Believe - Belief as Competency

“I believe you” are three of the most powerful words in business because they send a message: “We trust our customers and we trust our employees.” When embraced in business, “I believe you” unleash optimism, enthusiasm, imagination, and growth. Decisions grounded in belief prove how much you honor customers and employees.

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Gain Reliability with Four Targets

by Jeanne Bliss on March 5, 2015

in Metrics & Accountability

Gain Reliability

Many companies that say they focus on the customer don’t take the time to wire customer priorities into annual planning. The resources and prioritization of what to do in the next year do not include targets for incoming and outgoing customers. To gain customer reliability, establish four accountability targets.

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How's Your Experience Reliability?

When you have established a reliable experience, you’ll find it more natural to create cross-company teams for rebuilding aspects of the experience because cross-company metrics are being used.

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Clarifying the CCO Role - Competency 5

The role of the Chief Customer Officer is to work with the leadership team in building the consistent behaviors, decision-making, and company engagement that will prove to the organization that leaders are united in their commitment beyond words.

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