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.
Engagement: The Key Metric for the Future
Customer engagement is properly defined as: The extent of a customer's willingness to invest his/her discretionary time with a company for mutual benefit. For a...
Seven Strategies to Streamline Customer Centric Culture Change [Part two of a two-part series*]
In this week's blog post, I share four more strategies for making customer centric culture change less painful and more successful for your organization:...
Seven Strategies to Streamline Customer-Centric Culture Change (Part one of a two-part series)
A single, disgruntled employee can sabotage the work of hundreds, even thousands, in a single destructive customer interaction. An uninformed policy change can destroy...
The CCO Dashboard [Part two of a two-part series*]
In this second of two blog posts, I discuss the final three out of seven measurements that should be on every CCO's dashboard, in...
The CCO Dashboard [Part one of a two-part series*]
There are seven measurements that should be on every CCO's dashboard. I cover four in this blog post and the remaining three in next...
Internal Customers Are Not Customers at All
I recently had a conversation with an executive wherein he suggested that a large part of his focus was in helping employees better serve...
Social Media Has Thrown Companies Back to the Dark Ages
The advent of social media has thrown companies back to the Dark Ages. Customers have taken to the streets, complaining about anything and everything....
Will you allow your customers to trash your brand?
Let's face it. The customer is not always right. And persisting in this belief can have consequences. Sometimes, the best thing you can do...
Assess the Scene
Over the past number of years I've taken my wife and three teenage children on extended backpacking trips. Well aware of the risk of...
The New Silver Bullet for Growth and Customer Loyalty
If you want to grow your business while simultaneously increasing customer loyalty, the chief customer officer (CCO) might just be the silver bullet you...
Customer Experience Director Is the Wrong Place to Start
Someone recently asked, "Is it time to hire a director of customer experience, or a chief customer officer?" The question suggests a certain naïveté...
Using Data to Prove Your Value
It's a challenge for the CCO, as well as any loyalty executive, to prove value and get it right in the first two years,...
Gaining Critical Insight to Grow Your Business
Most companies have only two communications channels with customers: sales and complaints. Both of these are important: companies need to sell and customers need...
All Customer Feedback is NOT Created Equal
Customer feedback is a gift-especially from disgruntled customers, because they represent customers that care enough to tell you what they really think rather than...
The Seven Greatest Challenges in Establishing Strategic Customer Centricity Metrics
I'll never forget sitting in a car dealership, waiting to sign paperwork for a new car. I saw a sign posted prominently on the...
Five Ways CCOs Can Save Innovation
Innovation failure rates are abysmal, ranging from 60-96%. The most successful innovations directly involve customers in the articulation, design, implementation, testing, and launch. Customer...
How wrong can a CEO be?
In a recent Wall Street Journal article Carnival Cruise Line's recently replaced CEO and current Chairman of the Board, Micky Arison, talked about Carnival...
How to win a customer for life–for only $12
I recently had a problem with a headset purchased nearly a year ago from Headsets.com. The automatically adjusting speaker volume resulted in numerous aborted...
Loyalty is Dead. Long Live Engagement
Customer loyalty is dead. Long live customer engagement. Loyalty is an emotion notoriously difficult to measure, typically only by proxy, such as via surveys...
Has social media grown up enough to prove its own value?
This past March was published one of the very first quantitative analyses that I'm aware of that correlated the effect of customer engagement via...