Beloved companies enable people to decide and act from a corner of their brain that is congruent with doing the right thing. They build an organization with energy and spirit that draws customers to them. We naturally gravitate to companies and people with whom we connect in a human and sincere manner. We like their story because it’s the one we strive to live ourselves.
Five five decisions set companies apart. The decisions reveal who they are and what they value.
To make customer experience stick as part of your operation, you need an organized and phased approach to integrate customer experience into your organization. This framework will “demystify” the actions and the end state, which you should be able to recognize when your company and operation become proficient at “customer experience.”
The five CX competencies don’t need to be tackled in order. Relevance to your operation is most important. Getting traction is paramount.
Once you’ve determined where the CCO should report, you need to determine what structure will work best in your organization based on commitment and resources. Organize for cat herding the silos together based on your culture and how far along you are in working together. Remember that the structure you select should enable you to influence change and drive action.
This post introduces the four ways you can go with organizational structure
Organic customer growth drives long-term profitability. So why isn’t the customer as important to you as quarterly sales goals? This is where the customer commitment falls apart because what’s actively asked for, measured and rewarded doesn’t always line up with what’s good for customers.
Here are five questions for commanding customer accountability inside your organization…
Your answers will tell you how well you are doing with managing customers as assets.
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.