In the past 35 years leading customer experience transformation, it has become increasingly apparent that a crucial role of customer leadership executives (The Chief Customer Officer, The Chief Marketing Officer, The Customer Experience Officer) is to unite the company to achieve customer-driven growth.
- This leader unites the entire C-Suite team toward a examining and understanding the customer journey in its entirety – to drive accountability to moments that matter most in customers’ lives. The customer experience moments that drives value and growth.
- This leader engages across the organization to focus on the highest priorities, preventing the silos from cherry-picking individual projects or priorities.
- This leader works to enable the organization to embed the ability to work together – cross-functionally – in a new manner to improve customers’ lives.
Why Human Duct Tape?
In short, the CCO, CMO and CXO all act as the ‘human duct tape’ of their organization.
And while this is not an easy role, for those of us who have held it and love it…we can’t resist the rigor of guiding a company toward working more earnestly on behalf of its’ customers. We love watching the ownership of these skills take hold inside of the operation of the business. And we learn to stand back, and check our ego at the door so that operational leaders take accountability and the credit for improving customer experiences and business outcomes.
In my new podcast series, my goal is to illuminate the practices of these great Customer Experience leaders for you.
So that you can learn from their work, from their honesty, and from the kinship that those of us committed to this work has with each other.
Announcing the “Chief Customer Officer Human Duct Tape Show”
In my book Chief Customer Officer 2.0 I had the pleasure of interviewing over forty of these leaders. And certainly you will hear from them as podcast guest. But in this series we will speak to leaders in every industry, expected and unexpected who are doing this work. From both business-to-business and business-to-consumer organizations.
I invite you to join us as a podcast subscriber as we share fearlessly; as we laugh and commiserate; and as continue to learn from each other how to do this work of earning the right to growth, by improving customers’ lives.
Join me, won’t you?
Here is where you can find the show, and some options for listening on your favorite device or platform.[table “” not found /]
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