February 18, 2016 There Are No Secrets to Zipcar’s Journey Map Success Zipcar facilitates understanding the entire customer journey with a one-page eco-system map (versus the silo-based journeys that are really internal processes that each silo calls a “journey.”) Read Full Post
February 15, 2016 Can the CMO also be the CCO? When the CMO is also the CCO their personal skill set must expand to include skills that may not be organic to marketing leadership skills traditionally developed. Read Full Post
February 11, 2016 How a CCO Thrives During CX Transformation 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. Read Full Post
February 9, 2016 Who is Accountable for the Moments that Matter? Are you be accountable for critical customer-facing contact points? At any time a customer comes into contact with your business, however remote, you have an opportunity to deliver, respond, build relationships, or rescue customers from distress. Read Full Post
