customer listening path graphic
January 14, 2016

Understand Customers’ Lives & Connect to Customer Behavior

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

April 18, 2012

CCO Aptitude #1: Revenue = Attention

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.