What qualities does it take to be a head of customer experience or CCO? And if you’re looking to hire one, what do you need? Jeanne Bliss explains.
Push the company to figure out a way to know which customers are being affected and how, and identify the outcome on customer profitability. People will expect questions. They need to prepare for them and will begin to develop their own sensitivity to what this effort is all about. With clear questions come clearer metrics.