Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. This will require the removal of survey score addiction and a shift in leadership thinking.
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.
I was honored to be a part of this ebook, “The 2015 Customer Experience Outlook – A Collection of Ideas for the Year Ahead” brought to you by Kerry Bodine & Doberman. Be sure to download your free copy. It’s a collection of ideas from customer experience authors, designers, and industry leaders.