June 21, 2012 Should the Chief Customer Officer “Own” a Functional Area? Whenever we work on defining the Chief Customer Officer role in an organization, the question comes up, “Should this person also run a functional area?” The answer for your company depends on several factors that are outlined in today’s post. Read Full Post
June 20, 2012 Chief Customer Officer – What You Should Be Evaluated On In Year One The person who takes on the Chief Customer Officer role should have some straight conversations about how he or she will be rated in this new work because there won’t necessarily be tangible by-products immediately. There needs to be explicit agreement that credit will be given for moving the company … Read Full Post
June 19, 2012 3 Actions to Battle Customer Experience Fatigue There is now a dizzying proliferation of content, information, and resulting confusion for a leader trying to understand “customer experience.” To pull the customer experience work into focus, evaluate your current progress and take three actions. Read Full Post
June 14, 2012 Remove the 7 Inhibitors to Customer Experience Success Take specific actions to remove the seven inhibitors to customer experience success and ensure your CX work stays on track. Read Full Post
