How to smash down silos and earn the right to business growth.
A quick and easy approach to improving your customer culture.
The customer listening path provides a constant source of customer feedback organized by journey stage. Leaders are able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data
Focus on customer listening by using a “one-company” customer listening path. You will get the real story of how your customers experience your business.
Embracing customers as assets shifts the attitude of leaders and ultimately the organization. The purpose is to earn the right to customer growth by improving the life of customers.
The power of the customer room is visual story telling. Set it up as an experience and a way for your organization to step through the customer’s life.
The work of the Chief Customer Officer (CCO) is about building the business through the growth of customer profitability and and company revenue. The CCO has got to be able to make and prove this case to gain executive and board support. Know that this is job number one.
Customer growth and profitability metrics must be part of the mix. They must be connected to the customer experience to warrant investment of people, time and financial resources.