March 16, 2018

Leadership Engagement: 8 Actions to Increase CCO Success

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. To help CEOs considering a CCO, I’ve outlined eight major actions that should be taken to ensure CCO success.


October 2, 2012

The Tom Sawyer Formula

Just like Tom Sawyer, the Chief Customer Officer (or Chief Experience Officer) must create a compelling reason for people to participate in the customer work. A CCO needs to get people to want to come and paint the fence. I call this ability the “Tom Sawyer formula.” And it works when the CCO is in lockstep partnership with the CEO.