I get a six-step plan to a customer-driven growth engine from the head of the process for Volkswagen Australia.
Tom Allin worked in the Veterans Affairs department (appointed by Obama, in fact) after a long career in the food industry, including being a Managing Director at McDonald’s. How do all these experiences vary? How are they similar? An interesting discussion with an interesting man.
What should the first 40 months of CCO work look like — and what roles best prepare you for it?
Many times, customer experience work is abandoned because it becomes overwhelming and starts to stall. Its critical to keep your focus on the top 10-15 touch points that will have the most impact on the business. Stay focused and success in one area will earn the right to expand the work.
Each Power Core naturally develops certain skills and pays less attention to others, so the Power Core has an impact on the ease at which a CCO can develop cross-company customer competencies. How swiftly an organization can integrate customer competencies correlates to how closely they align to the reinforced Power Core skills.
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.