March 3, 2015 How’s Your Experience Reliability? When you have established a reliable experience, you’ll find it more natural to create cross-company teams for rebuilding aspects of the experience because cross-company metrics are being used. Read Full Post
February 26, 2015 Clarifying the Role of the CCO – Competency #5 The role of the Chief Customer Officer is to work with the leadership team in building the consistent behaviors, decision-making, and company engagement that will prove to the organization that leaders are united in their commitment beyond words. Read Full Post
February 24, 2015 Clarifying the Role of the CCO – Competency #4 Competency 4 builds out your “Revenue Erosion Early Warning System.” Here you build your discipline to know—before customers tell you—if your operation is reliable or unreliable in experience delivery in the moments that matter most. The role of the Chief Customer Officer is to drive executive appetite for wanting to know about interruptions in customers’ lives and facilitating a one-company response to these key operational performance areas. Read Full Post
February 19, 2015 Uncover the “Cracks in the Foundation” and Take Action to Fix Them When you listen to customers, you’re able to identify and prioritize the “cracks in the foundation.” People can make the connection that the foundation is compromised because of lapses in how the company executes different business functions. Resolving these day-to-day bugs in the system are critical to creating customer experience reliability. Read Full Post
