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Curtis Bingham

Curtis Bingham
Curtis Bingham is the world's foremost authority on the customer-centric organization. He was the first to promote the role of chief customer officer as a catalyst for competitive advantage. He is the creator of the first CCO Roadmap and the Customer Centricity Maturity Model. He is the founder of the Chief Customer Officer Council, a powerful and intimate gathering of the world's leading customer executives. As an international speaker, author, and consultant, Curtis is passionate about creating customer strategy to sustainably grow revenue, profit, and loyalty.

The Impact of the Chief Customer Officer, Part II

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. This week,...

The Impact of the Chief Customer Officer, Part I

Today's customers require access to a company's offerings through many forms of media in order to meet their preferences and lifestyles. Furthermore, they also...

WHEN Do You Need a Chief Customer Officer?

I am often approached by senior level executives and asked whether their company really needs a chief customer officer. Their idea seems to be...

The Six Components to Customer Engagement Strategy

Customer engagement needs to be a disciplined strategy with ownership, accountability, broad reach, goals, accountability, measures, and a marketing plan of its own to...

Three Steps to Manage Customer Crises

Customer crises strike without warning, and the chief customer officer must act swiftly and decisively to address root causes and begin rebuilding damaged customer...

Who Cares Whether the CCO Tweets?

Now that “tweet” has become a verb, it seems that everyone has a Twitter, Facebook, Google+, and any other alphabet soup social media account....

Measuring ROI of Customer Centricity-Changes in Customer Value

Customer executives are regularly challenged to prove the value of their initiatives. To demonstrate value, executives must speak the language of business so as...

Measuring ROI of Customer Centricity-Historical Correlations

A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. For better or...

How to Shape Customer Behavior?

Google and Microsoft took what initially appeared to be an innovative path to decrease residential energy consumption. Believing that customer's decisions to conserve electricity...

2014 CCO Tenure Study Preview

I'm putting the finishing touches on the CCO Council 2014 Tenure Study and am excited to share a sneak preview. For the last four...

The Tweet Heard ‘Round the World

Reflect back with me to April 19, 1775...    With the might of the British Empire behind them, the British infantry believed it was utterly…

Key Characteristics of the Successful CCO

Where does your company stand on customers? Does the voice of the customer make its way up the executive level and influence strategic direction?...

Critical Success Factors for Chief Customer Officers

CCO tenure often falls casualty to the "Results right now!" syndrome that ignores a critical fact: like great wine, strong relationships take time to...

Six Key Challenges for the Chief Customer Officer

The CCO Council identified six of the greatest challenges CCOs face and recommends the following approaches to overcoming them.  1. Customer centricity is not widely...

Four Ways to Increase Earned Authority

Positional Authority doesn't change. Borrowed Authority may have a limited lifespan. The remaining Authority - Earned Authority - is gained through a sustained history...

Five Ways to Increase Borrowed Authority

Borrowed Authority is that which is borrowed from others with greater influence. It is best gained through the strong, vocal, and very visible support...

Innovation Must Begin with Customers

The new reality is that innovation must start with customers. To effectively leverage innovation to fuel customer-centric growth, companies need to do three things: Develop...

Customer Engagement Models: Riot Games

Many companies today have developed paths to greater engagement and greater profitability through recruiting the involvement of their customers. To restate the definition of...

Customer Engagement Models: Oracle

Oracle has hundreds of thousands of customers and dozens of customer programs. It measures customer engagement of its biggest accounts on an account-by-account basis....

Customer Engagement Models: MetLife

Many companies today have developed paths to greater engagement and greater profitability through recruiting the involvement of their customers. To restate the definition of...

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