In this first of a three-part series, I explain the authority that comes from the CCO's title and his or her position within the organizational hierarchy.
Video Transcript
Let's face it! Authority is the currency of the C-suite. Most chief customer officers don't own all of the resources within a company. In fact, many of them own very few of the resources. Regardless of how much of the organization reports in to you, the CCO needs to lead by influence.
How do you resolve customer issues and...
In this video, I explain the authority that a CCO derives from the extent to which the CEO champions customer centricity.
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Video Transcript
In this segment, we're going to talk earned authority. The most effective chief customer officers and those with the longest tenure in the world quickly earned their own authority.
Earned authority occurs as CCO-led initiatives are seen as successful both internally and externally. This type of earned authority is earned as the chief...
In this third of three videos on CCO Authority, I discuss what earned authority is and how CCOs can gain and increase it.
Video Transcript
In this segment, we're going to talk earned authority. The most effective chief customer officers and those with the longest tenure in the world quickly earned their own authority.
Earned authority occurs as CCO-led initiatives are seen as successful both internally and externally. This type of earned authority is earned as the chief customer officer leads his or...
A couple of weeks ago there was an article in the Wall Street Journal that describes Sears’ attempt to sell Lands End and other assets in an effort to improve the company’s liquidity. On the surface this might seem like yet another corporate divestiture, but let’s rewind a bit for context.
Sears Chairman Eddie Lampert purchased via his ESL Investments a controlling stake in Sears in 2005 and embarked on a strategy that was lambasted widely in the financial press. At the time, Sears had a very strong brand, valuation, and stock price. Lampert’s strategy was to slash expenditures and focus solely on superior financial returns. Lampert dismissed industry best practices and experts saying in a...
When was the last time you sat down and truly listened to a customer? When was the last time you took action on a customer’s request—even if it was a considered, “No, and here’s why”? I’ll bet it was too long ago.
In the recent Conversations with the CCO, Helen Burt, SVP and chief customer officer of Pacific Gas & Electric, mentioned that her company had lost the “high touch” customer experience it was once known for, contributing to the massive customer backlash in response to recent disasters. Not surprisingly, customer research indicated that trust had been lost.
Recognizing this, she implemented a “high touch” methodology as part of the massive pipeline pressure testing effort PG&E undertook. Activities included outreach to neighborhood meetings, community discussions held at local hotels, neighbor to neighbor discussions, outbound phone calls and letters describing the reasons for the testing, the process, and...
Once upon a time, Netflix was an innovator and a giant slayer. They offered a great product, enormous selection and a unique delivery system for DVDs. By allowing customers to rent DVDs online and have them mailed to them, they put Blockbuster and video stores in general, out of business. Next, Netflix wowed customers by offering a selection of movies to stream online via the same account. No hidden fees, problems were addressed early and customers were loyal and excited about the product.
They were once a company that “got it right” with their customers, but in the last three months, they have managed to squash 7 years of good will with some bad decisions that were poorly executed by the company.
I do a great deal of writing about companies and Chief Customer Officers that get it right, creating superb customer experiences that drive loyalty which in turn drives...
There are fewer than 400 executives in the world with the title Chief Customer Officer. They are pioneers, not unlike the first group of open heart surgeons.
Regardless of the size of your organizations, you can learn important lessons from the customer-centric programs these visionaries have devised and implemented when establishing your customer strategy.
While the role of the CCO is still relatively new, poorly defined, and often poorly understood by executives and customers alike, CCOs are of one mind when it comes to five critical mistakes they say MUST be avoided in developing long-term customer satisfaction, retention and loyalty:
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