May 22, 2018

5 Companies That Are Changing The Way Businesses Relate To Customers

A unique customer experience is the outcome of a unique company. What I mean by that is that, yes a company can put tactics into place that transactionally are out of the ordinary. But in order to be steadfast in the market, and with customers, employees, and partners, as a company that is unique — they need to address both the internal and external factors to enable them to deliver in a unique manner.

May 3, 2018

Earning the Right to Customer Experience Transformation at a Telecommunications Company [PODCAST]

Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? MTN Cameroon’s first CCO, Patricia Pedhom Nono shares a detailed account of how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.

What Makes Customers Unhappy
January 18, 2017

What Makes Customers Unhappy? Avoid These 3 Pitfalls

Better customer experiences equal happier customers. And happier customers are what carries business forward. They buy more, buy more often, and share their experiences with others. Though keeping customers happy is important, it isn’t always an easy task.

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.

September 17, 2010

Do You Need a Chief Customer (or Experience) Officer?

Throwing head count at the customer challenge is not necessarily the automatic solution for your organization.
Answer 11 questions to help understand your company’s ability to advance the customer work without a Chief Customer (or Experience) Officer.