A three-stage process (repeated in perpetuity) to change how your customers experience your brand.
If you really want a customer-driven, customer-experience-obsessed culture, you need to do three things first — and they’re not logical steps for many managers and leaders.
A CCO builds credibility by getting specific and operationally relevant about what they will be creating and building. As you embark on the customer experience work, you must have clarity in your role before you can seek consensus from others. Here are three questions (and the answers) that will help you gain clarity in the leadership role.