I had the pleasure of speaking with Douglas Burdett for his Artillery Marketing podcast recently. Enjoy!
The exercise of creating a customer journey map provides the framework for creating a seamless customer experience. This structure enables you to build the reliable delivery of answers to customers’ questions that will improve their lives.
Jeanne responds to Gary Friedman’s all-caps message to his staff about developing a better customer experience with a nine-point plan to actually do just that.
Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. This will require the removal of survey score addiction and a shift in leadership thinking.
What qualities does it take to be a head of customer experience or CCO? And if you’re looking to hire one, what do you need? Jeanne Bliss explains.
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.
The power of the five competencies is how they connect to drive clarity for the customer experience. The story begins with the outcome of the experience, which is how your customer asset grew or diminished.
Reliability metrics & key performance indicators are the measure of what you did operationally. This measure provides the critical connection between reliability performance and customer asset growth. And this connection gets executives’ attention.