Clarifying the Role of the CCO – Competency #4

Competency #4: Proactive Experience Reliability and Innovation 

Know, before customers tell you, where experience reliability is out of sync. Deliver peace-of-mind, consistency and innovation.

Competency 4 builds out your “Revenue Erosion Early Warning System” and your evolving experience innovation process in “marquee” moments in your customer journey. These are the intersection points which impact customer decisions to stay, leave, buy more and recommend you to others.

Here you build your discipline to know—before customers tell you—if your operation is reliable or unreliable in experience delivery in the moments that matter most, as well as to embed a customer experience innovation process to evolve current state to future state.

The role of the Chief Customer Officer is to drive executive appetite for wanting to know about these interruptions in customers’ lives, simplifying how they are delivered, and facilitating a one- company response to these key operational performance areas.


This post is part of the article “Five Competencies for Chief Customer Officers” that originally appeared in the free eBook The 2015 Customer Experience Outlooka collection of ideas from customer experience authors, designers, and industry leaders.

Read More:

How Experience Reliability Gives You a Story to Tell in Social Media 2 CCO Priorities: Experience Reliability and Experience Innovation Connecting “Being There” and “Reliability” to Junk Removal

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