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Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine

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Customer retention. Sustainable recurring revenue from existing customers. If this is improving, your CCO is doing the right thing. A CCO should own retention and make continuous moves to understand the drivers of customer churn and prioritize which ones to fix first.

Chief Customer Officer, Chief Client Officer, VP of Customer Experience—the titles are not important. What is important is that in the end, the customer recognizes the intent of the title, and the power that it provides the bearer to act in the customers’ best interests The Genesis of the Chief Customer Officer Proven social media marketing and management solutions that makes sense of the millions of conversations taking place on social media and flags key posts that require attention so you can act right away If you’re thinking of posting this job description for a Chief Customer Officer (CCO), you’re hardly alone. Many companies are realizing the importance of reorienting and reprioritizing their business around customers. Keeping everyone honest about the expectation gap: A Bain study found that while 80% of businesses felt they were delivering superior customer experience, only 8% agreed with that sentiment. It’s a CCO’s responsibility to be transparent and inform key stakeholders if their organization is not currently meeting customers’ expectations, and pinpoint where there are gleaning holes in the customer experience. In this post, we take a closer look at this relatively new executive position. We also dive into their responsibilities and the challenges they face, and how they can equip their team to deliver on their vision of improving the customer experience. What is a chief customer officer?A lot of these leaders get so tied up in their day-to-day and the escalations that they’re not planning for the future,” says Rod. “They’re not putting in place improvements, they’re not hiring the right leaders, and they’re not building out self-service resources.” 3. Cross-functional collaboration I’ve worked with several clients recently to define a chief customer office role and function. This got me thinking about what’s important in shaping this role—whether it’s a new position or an existing one.

An MBA or related graduate or post-graduate degree is often required, with a customer service one being ideal, on top of an undergrad degree in a related field. Customer success courses and certifications are nice-to-have, but experience in the field is much more important and often substitutes traditional education. A lot of CMOs have been marketing leaders for 30 years, and chief sales officers have been in the space for 25 years. They have built up a set of skills to do their job well and to operate at that executive level,” Rod notes. Improve efficiency in the CCO organization by driving productivity, increasing automation, and enhancing self-serviceBingham, Curtis, founder and executive director of the Chief Customer Officer Council. Classifying Chief Customer Officers Hi, I’m Rose. I’m responsible for buying and commercial strategy. My Ocado adventure started in 2010 when I joined as Head of Buying, and later became Buying Director. I have vast experience in the food industry, encompassing food retailing, cash and carry and supply chain, and I have a reputation for my knowledge from ‘farm gate to plate’. I can definitely say I understand the former really well, as I am married to a farmer; as a result, breakfast conversations in our house can be particularly interesting. Drive profitable customer behavior: To help customers spend more, and more often, the CCO must focus on initiatives such as profitability segmentation, customer retention, customer loyalty, satisfaction, and improving the customer experience. As well, many CCOs will use in-depth customer insight to inform the sales and marketing efforts to acquire more of the “right” and profitable customers. Create proactive, repeatable processes and playbooks to drive consistently-strong Customer Experience

Strong communication skills and the ability to follow customer narratives to understand their point of view and transform and present those insights into workable strategies for customer success and business growth.Records the default button state of the corresponding category & the status of CCPA. It works only in coordination with the primary cookie. Finding the narratives behind the metrics – being able to review reports and correlate data sets to determine the story behind the numbers to create an accurate picture of the customer behind the scenes. The ongoing debate on “who owns the Customer Experience” may be contributing to this, with Marketing often being mentioned. Although, in recent years, and with increased needs to understand and elevate experiences across the entire customer journey, the scope of the CCO’s role is expanding. As a result, they are increasingly becoming their own branch in the org chart, with 36% now reporting directly to the CEO, according to Gartner.

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