Curtis Bingham

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 executives in their efforts to become customer focused is the struggle for CEO buy-in. There are a number of reasons...

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. Many people believe the primary role of the chief customer officer (CCO) is to be a customer advocate, or...

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 to forgive missteps, reduced price sensitivity, increased repurchase, profitability, etc. Some of the measures are increased willingness to recommend (NPS),...

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 line can be profound. They address customer centricity in its primary forms – customer satisfaction, customer retention, and customer loyalty...

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. I thought, "I'll call tomorrow when I have more time." Tomorrow turned into next month... and then the grinding started....

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 what was initially an eagerly anticipated new practice area. The firm decided that there wasn't a market for this new...

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 showed up on their website. To lure customers away from others, T-Mobile is offering unlimited voice and data for...

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 transformative innovations; that is, innovations that yield the highest ROI and form the strongest competitive advantage. 2. Identify the "North…

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 imperative if companies want to maintain competitive advantage in their markets. Get your own valid XHTML YouTube embed code Video Transcript…

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 out to be even partly true… but then, it already is partly true. In a nutshell, the premise of the book...

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 brands ever receive a company response. A new service, Socially Devoted, identifies best and worst retail customer service via Facebook,...

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 organizational hierarchy. Get your own valid XHTML YouTube embed code Video Transcript Let's face it! Authority is the currency of 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 own valid XHTML YouTube embed code Video Transcript In this segment, we're going to talk earned authority. The most effective…

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 XHTML YouTube embed code Video Transcript In this segment, we're going to talk earned authority. The most effective chief customer…

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 assets in an effort to improve the company's liquidity. On the surface this might seem like yet another corporate divestiture,...

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 customer's request—even if it was a considered, "No, and here's why"? I'll bet it was too long ago. In the recent...

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 system for DVDs. By allowing customers to rent DVDs online and have them mailed to them, they put Blockbuster...

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 open heart surgeons. Regardless of the size of your organizations, you can learn important lessons from the customer-centric programs these...

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