The Role of a Chief Customer Officer

Totango

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations.

What is a chief customer officer?

ChurnZero

Does your company have a chief customer officer (CCO)? Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ?

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Audience Q&A: 5 Questions for Yamini Rangan, Chief Customer Officer of HubSpot

Customer Bliss

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. Customer centricity requires that your go-to-market functions work in sync.

Should The Chief Customer Officer Oversee Marketing?

Doing CX Right

Brands are restructuring so that Marketing reports to the Customer Experience Leader. The post Should The Chief Customer Officer Oversee Marketing? Why is this shift happening now - and will it stick? appeared first on Doing CX Right.

Do You Need a Chief Customer Officer?

Customer Bliss

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives. Throwing head count at the customer challenge is not necessarily the automatic solution.

5 Ways Chief Customer Officers Can Drive Net Revenue Retention

Gainsight

One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever. Investing in customer success (CS) isn’t a nice-to-have anymore — or even merely a high priority — it’s existential. Customer Success NRR

Who is a Chief Customer Officer (CCO)?

CustomerSuccessBox

Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal.

Do You Need a Chief Customer Officer?

Customer Bliss

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives. Throwing head count at the customer challenge is not necessarily the automatic solution.

8 Thought-Provoking Interview Questions Every Chief Customer Officer Candidate Should Ask

Customer Bliss

Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. As you’ll see in my list of questions below, customer experience transformation requires deep organizational changes in both thought and action. Will You Elevate Customers as the Asset of Your Business?

Chief Customer Officer: A Direct Competition to Chief Marketing Officer or a Resourceful Ally

SmartKarrot

This is undoubtedly the age of the customer. Being customer-driven and data-driven is important. A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company.

Brainshark B-B Chief Customer Officer Diane Gordon – CB42

Customer Bliss

One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. Diane has been working since the early 1980s, serving in a number of transformative customer experience roles. Brainshark is a sales enablement and product suite company in Massachusetts; their customer experience efforts were profiled in Forbes recently.

The Rise of the Chief Customer Officer (CCO) as a Change Agent

SmartKarrot

Establish customer metrics to define the relationship with the existing customers. As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset.

McDonald’s Appoints Manu Steijaert as Global Chief Customer Officer

CSM Magazine

Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. Customer Service News

10 mindsets for change from Australia’s chief customer officers and experience leaders

Alida

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). According to many of the speakers, creating empathy within your organization for employees and customers will guide you on a path to create better customer experiences. Build customer intimacy.

How to Become the Chief Customer Officer (CCO)? A Guide for CS Professionals

SmartKarrot

This is the age of the customer where we are living in. While making the purchase decision, customers are now looking for positive experiences over price. . But the question is still: What exactly do CCOs (Chief Customer Officer) in this relatively new executive position do?

The Shopkeeper and the Rise of the Chief Customer Officer

InMoment XI

How can we bottle up the intimacy of the connection that a small shopkeeper has with his or her customers but do it on a much larger scale? That was one of the recurring questions at the 2015 Next Generation Customer Experience conference I attended in San Diego, California last week. During one of the panels. View Article

The Chief Customer Officer’s Guide to Creating a Culture of Customer Delight

SmartKarrot

To grow a business in today’s times, it is essential to retain customers and create a positive word-of-mouth reputation in the market. In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? reward customers for loyalty.

Chief Customer Officer in Manufacturing & Distribution With Anne Herman – CB47

Customer Bliss

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. In her role, Anne not only leads the customer experience transformation for MSA, but she also holds responsibility for running the quality, delivery and support operations for MSA globally. . Anne is the third Chief Customer Officer for MSA. Customers Want To Have An Easy Experience.

7 Reasons Why Chief Customer Officers Need To (Eventually) Own Revenue

Gainsight

What’s the ROI of Customer Success?”. If you want to start a fight (or at least a spirited debate) at a Customer Success conference, yell the following question and run out of the room: “Should CSMs own renewals?”. The Customer Experience Will Likely Get Better.

A 4-Step Plan For New Chief Customer Officers, With Donna Peeples – CB29

Customer Bliss

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Time and again, in financial services, energy as well as original equipment manufacturing, Donna has introduced category changing thinking while guiding purposeful and adaptable practices with positive results for customers and profitable returns for her companies. Establish listening with employees and customers. Episode Overview.

Don’t abandon your Chief Customer Officer

Zeisler Consulting

I was recently speaking with a friend who’s a Chief Customer Officer. She has the support of her boss, the CEO, who often speaks of the importance of CX and why having a Chief Customer Officer is so valuable. It’s where this friction often occurs, between organizations, that Jeanne sees the greatest need for someone to come in and smooth things over on behalf of the Customer.

11 Statements to Help Assess if Your Company Needs a Chief Customer Officer

Customer Bliss

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores. Good customer service and experience can be that key differentiator between a consumer picking one brand over the other.

Meet our new Chief Customer Officer, Walt Weisner

BirdEye

We’re excited to announce that we have a new Chief Customer Officer: Walt Weisner. Walt has spent more than 20 years working to delight customers at Silicon Valley’s most successful companies.

Chief Customer Officer: Roles and Responsibilities of the Modern CCO

SmartKarrot

When it comes to customer success, there are various roles in an organization. But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization.

11 Statements to Help Assess if Your Company Needs a Chief Customer Officer

Customer Bliss

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores. Good customer service and experience can be that key differentiator between a consumer picking one brand over the other.

The Shopkeeper and the Rise of the Chief Customer Officer

InMoment XI

How can we bottle up the intimacy of the connection that a small shopkeeper has with his or her customers but do it on a much larger scale? That was one of the recurring questions at the 2015 Next Generation Customer Experience conference I attended in San Diego, California last week. During one of the panels. View Article. Retail

The Shopkeeper and the Rise of the Chief Customer Officer

InMoment XI

How can we bottle up the intimacy of the connection that a small shopkeeper has with his or her customers but do it on a much larger scale? That was one of the recurring questions at the 2015 Next Generation Customer Experience conference I attended in San Diego, California last week. During one of the panels. View Article

The Chief Customer Officer Role in Media, With Robert Bridge of Telegraph Media Group – CB39

Customer Bliss

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Robert Bridge is the Chief Customer Officer of Telegraph Media Company — a role which he came to after many years building up to this role from digital roles across multiple industries, including Yahoo. Robert worked hard to understand, define, and ultimately explain the various customer segments.

Chief Customer Officer 2.0 Helps You Build a Customer-Driven Growth Engine

Customer Bliss

Utilize the proven 5-competency framework that has launched and advanced the customer experience transformation in business-to-consumer and business-to-business companies around the world. My new book contains an explicit path and set of actions to unite your Chief Customer Officer and leadership team in leading your customer-driven transformation. It will guide you on how to earn the right to growth by improving customers’ lives.

Why (Nearly) Every SaaS Company Should Have A Chief Customer Officer

Gainsight

Because of this, 100% of SaaS companies are investing in Customer Success. But the reality is that not every CEO is actually doing Customer Success well : One of the biggest questions on the minds of CEOs is “how should I structure Customer Success?” Customer Success

How to Tell if the Chief Customer Officer Role is Significant, With Camille Harrison – CB30

Customer Bliss

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. In our conversation we discussed her successive roles, and why in particular the Chief of Staff role prepared Camille for the Chief Customer Officer role. Previously, she was Chief of Staff. Episode Overview.

From Chief Information Officer to Chief Customer Officer, With Brian Lillie – CB60

Customer Bliss

It’s often from Operations or Marketing, but in the case of Brian Lillie, he went from Chief Information Officer of Equinix , the world’s largest IBX data center and colocation provider, to CCO. Putting in processes and systems across different coding languages and functions — while trying to unify everything for the end customer — was a journey. Over time, his passion for customers was evident, which is the main reason one role evolved into the next.

Proving the ROI of the Chief Customer Officer Role, With Enrique Gomez Alonso – CB71

Customer Bliss

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics. Enrique is also a sought-after speaker and has spoken in some Customer Experience conferences and has appeared in major Spanish newspapers and magazines.

The Lifecycle and Legacy of a Chief Customer Officer, with Stephen Ingledew – CB63

Customer Bliss

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. Customer as assets: Acquisition and retention. At Standard Life, there was great growth in pockets (new customer acquisition).

Is the Chief Customer Officer a Worthwhile Addition to the C-Suite?

Retently

How do you approach customer happiness in your company? Do you just give all employees the generic “the customer is always right” speech, or do you actually have a customer-centric process in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? But taking customer satisfaction lightly can be dangerous too. CCO stands for Chief Customer Officer.