More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. To help CEOs considering a CCO, I’ve outlined eight major actions that should be taken to ensure CCO success.
Are you considering applying for the role of Chief Customer Officer (CCO)? Here are 8 thought-provoking interview questions you should review, along with a few other resources to help you prepare.
Angie Hicks, Co-Founder of Angie’s List, shares how she built Angie’s List into the valuable service provider tool it is today, and how she transitioned her entrepreneurial and marketing experience into the CCO role she currently holds at ANGI Homeservices.
After wildfires ravished many Northern California neighborhoods this past October, Pacific Gas and Electric Company (PG&E) took action to support its customers affected by the devastation. PG&E showcased its character and values through positive actions that support its community.
How does your company incorporate its mission statement or clarity of purpose? Your clarity of purpose must guide operating decisions; it needs to be crafted with the customers’ journey at its core.
The role of the Chief Customer Officer is to work with leaders to provide proof that they are committed to CX transformation and improving customers’ lives. You must move beyond the customer manifesto and hep them translate commitment into actions that employees will feel proud to follow.
The role of the CCO is to unite the organization in building a one-company version of their customer journey. This includes knowing what to do when things go wrong and accepting accountability to repair the emotional connection with your customer.