If you are in the business of serving customers, now is the time to create opportunities to grow your business. Listed are five actions that will bring you dividends in business, goodwill and customer recommendations.
Beloved companies enable people to decide and act, always in alignment with doing the right thing. They build organizations with energy and spirit that draws customers to them. We naturally gravitate to companies with whom we connect in a human and sincere manner. Five decisions set companies apart, revealing who they are and what they value.
To make customer experience stick, you must integrate customer experience into your operations. This framework explains how and the end state: when you're proficient at “customer experience.” The five competencies don’t need to be tackled in order; relevance to your operation and getting traction are what's important.
Once you’ve determined where the CCO should report, you must determine the structure which works best based on commitment and resources. Organize for joining the silos based on your culture and how far along you are in working together. Remember, the structure you select should enable you to influence change and drive action. This post introduces the four approaches to organizational structure.
Why does it take such a push to wrap the focus of a company around the customer as the source of their revenue and profitability? I’m no shrinking violet, and I can tell you that for every battle I’ve won, I’ve lost just as many. The big question is: Why has it been a battle? […]
Chief Customer Officer 2.0 delivers new digital content based on the book, “Chief Customer Officer” by Jeanne Bliss and provides updated tools to establish a repeatable customer experience that drives customer profitability.
When your intent (what you want to accomplish) and your motivation (the reason why you make your decision) are driven by awareness of and empathy for the people impacted by your decisions, the outcomes will set you apart. The humanity and empathy of your decisions will connect you emotionally with customers. And those customers will grow your business by telling the story of their experiences to everyone they know.
Managing customers as assets is the first step to “customer experience reliability,” so how well does your company do it? Customer math (Incoming Customers minus Outgoing Customers = Net Growth or Loss) will tell you the outcome of the experience you are delivering to customers.
Companies that wire in customer management from the beginning knit the discipline into the organizational DNA. Retrofitting it is always a challenge, especially when strong disciplines of functional excellence exist. Its critical to maintain focus and provide clarity as you move through the activities required to drive the management of customer relationships, profitability and revenue.
Many companies resist the pull of “normal” business practices to create a powerful human connection with their customers. They are able to do this because clarity of purpose binds everyone together and moves the company toward a common goal.
Once a company determines determines the CX influencer strength (where the CCO will report), its time to identify what structure will work best within the organization based on commitment and resources. The structure must enable CX leadership to influence change and drive action. There are four ways to go with organizational structure.
To bridge the execution chasm, the Chief Customer Officer reporting relationship should be established after careful consideration of three factors in your company: 1. leader commitment;
2. understanding of the mission; 3. ability to work cross functionally.
The strength of an operating area’s ability to be an influencer in the company should drive the decision.
Are you leaving customer memories to chance? Beloved companies identify the experiences they deliver. They know the memory they want customers to have, make decisions to create it, and take action to prepare their people and operations to deliver it.
When you map out the customer experience stages, step away from ‘executing tasks’ and focus on the customer experience you want to deliver. To plan reliable delivery, you must know the customer emotions involved in the experience from beginning to end. If you deliver great personalized service, but parking is a nightmare, you still have a hurdle to clear.