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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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Clarifying the CCO Role - Competency 4

Competency 4 builds out your “Revenue Erosion Early Warning System.” Here you build your discipline to know—before customers tell you—if your operation is reliable or unreliable in experience delivery in the moments that matter most. The role of the Chief Customer Officer is to drive executive appetite for wanting to know about interruptions in customers’ lives and facilitating a one-company response to these key operational performance areas.

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Uncover cracks in the foundation

When you listen to customers, you’re able to identify and prioritize the “cracks in the foundation.” People can make the connection that the foundation is compromised because of lapses in how the company executes different business functions. Resolving these day-to-day bugs in the system are critical to creating customer experience reliability.

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Clarifying the CCO Role - Competency 3

The role of the Chief Customer Officer is to engage leaders and the organization to want to be a part of “one company” storytelling to unite decision-making and drive cross-company focus and action. That’s why I’ve coined competency #3 as building a customer “listening path.”

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Clarifying the Role of the CCO - Competency 2

The role of the Chief Customer Officer is to unite leaders and the organization in building a one-company version of their customer journey.

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Clarifying the CCO Role - Competency 1

The role of the Chief Customer Officer is to bring leaders together to establish Customer Asset Metrics and customer growth behaviors they will stand behind as a united leadership team.

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2015 Customer Experience Outlook

I was honored to be a part of this ebook, “The 2015 Customer Experience Outlook – A Collection of Ideas for the Year Ahead” brought to you by Kerry Bodine & Doberman. Be sure to download your free copy. It’s a collection of ideas from customer experience authors, designers, and industry leaders.

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Customer Experience Bookends - Evaluate Your Level of Clarity

Are you deliberate in the memories you deliver at the beginning and ending moments of customer contact? 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.

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