CCO Council

JUNE 24, 2014

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. However, this can only be temporary.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity 2003 Competitive Advantage 85

Beyond Philosophy

MAY 31, 2016

While these last two important questions may never resolve, the role of employees in leveraging customer loyalty behavior is far simpler to understand. It’s impossible to have customer loyalty and advocacy without employees understanding their role as customer experience performance stakeholders. Chickens or eggs?

Chief Customer Officer 111

Chief Customer Officer 2003 Leadership Consulting 111

CX Journey

FEBRUARY 5, 2015

At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity. Customer experience is all too often seen as a discretionary cost and not a revenue driver. Yes, it’s important. But how important?

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Sue Duris Customer Experience and Digital Marketing Consultant. For organizations just starting out with CX, NPS is a good gauge of loyalty. Chip Bell Customer Loyalty Keynote Speaker, Trainer, Author.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135