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.
Do you have an executive empathy program?
I've been working with chief customer officers for nearly a decade now and one of the things that perpetually hampers CCOs and other customer...
The chief customer officer is NOT a customer advocate
Are you a customer complaint officer (CCO)? Or a chief customer advocate? If so, you are doing your company and your customers a disservice....
Forget loyalty: focus on customer engagement instead
In a recent LiinkedIn discussion, a new CCO asked about the characteristics of loyal customers. The definitions of loyalty are legion. They include willingness...
How CCOs Survive to Thrive
The CCO role – today still relatively new and underrepresented – is a lonely place. Yet the impact CCOs have on a company's bottom...
Heaven can wait, strategy not so much
A little while back I noticed a flashing warning indicator on my car's instrument panel telling me that it was time service my brakes....
Don’t Make a $100M Mistake
One of my favorite stories to illustrate the costs associated with lost opportunity centers around a major market research firm that decided to scuttle...
Are long-term contracts anathema to customer loyalty?
Last January T-Mobile announced that it would do away with the two year contracts on its phones. The last weekend the new pricing plans...
Five Ways to Focus Innovation on Customers
1. Take owndership of Innovation at the highest level Innovation is about risk, and only executives can take the kinds of risks required for truly...
Curtis on…The Proliferation of CCOs Across Multiple Industries
Armed with new data from a recent study, I discuss why hiring a chief customer officer is becoming more and more of a strategic...
Now is better than we think
If the future of commerce forecast by Don Peppers and Martha Rogers in their new book, Extreme Trust: Honesty as a Competitive Advantage, turns...
To Facebook, or not to Facebook?
I read an interesting article talking about brands killing the conversation on social media. Relevant highlights: Only 5% of wall questions from consumers of retail...
Curtis on…CCO Authority: 1. Positional Authority
In this first of a three-part series, I explain the authority that comes from the CCO's title and his or her position within the...
Curtis on…CCO Authority: 3. Earned Authority
In this third of three videos on CCO Authority, I discuss what earned authority is and how CCOs can gain and increase it. Get your...
Curtis on…CCO Authority: 2. Borrowed Authority
In this video, I explain the authority that a CCO derives from the extent to which the CEO champions customer centricity. Get your own valid...
The Sad State of Sears: Proof that Customers Cannot be Removed From Business Strategy
A couple of weeks ago there was an article in the Wall Street Journal that describes Sears' attempt to sell Lands End and other...
Have you lost touch with your customers?
When was the last time you sat down and truly listened to a customer? When was the last time you took action on a...
Dear Customers
Once upon a time, Netflix was an innovator and a giant slayer. They offered a great product, enormous selection and a unique delivery...
Five Critical Mistakes Chief Customer Officers Say Must Be Avoided
There are fewer than 400 executives in the world with the title Chief Customer Officer. They are pioneers, not unlike the first group of...