March 5, 2015 Gain Reliability with Four Targets Many companies that say they focus on the customer don’t take the time to wire customer priorities into annual planning. The resources and prioritization of what to do in the next year do not include targets for incoming and outgoing customers. To gain customer reliability, establish four accountability targets. Read Full Post
March 3, 2015 How’s Your Experience Reliability? When you have established a reliable experience, you’ll find it more natural to create cross-company teams for rebuilding aspects of the experience because cross-company metrics are being used. Read Full Post
February 26, 2015 Clarifying the Role of the CCO – Competency #5 The role of the Chief Customer Officer is to work with the leadership team in building the consistent behaviors, decision-making, and company engagement that will prove to the organization that leaders are united in their commitment beyond words. Read Full Post
February 24, 2015 Clarifying the Role of the CCO – Competency #4 Competency 4 builds out your “Revenue Erosion Early Warning System.” 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. The role of the Chief Customer Officer is to drive executive appetite for wanting to know about interruptions in customers’ lives and facilitating a one-company response to these key operational performance areas. Read Full Post
