{"id":100927,"date":"2014-04-25T10:06:48","date_gmt":"2014-04-25T17:06:48","guid":{"rendered":"http:\/\/chiefcustomerofficer.customerbliss.com\/2014\/04\/24\/creating-the-chief-customer-officer-role\/"},"modified":"2014-04-28T08:45:36","modified_gmt":"2014-04-28T15:45:36","slug":"creating-the-chief-customer-officer-role","status":"publish","type":"post","link":"https:\/\/customerthink.com\/creating-the-chief-customer-officer-role\/","title":{"rendered":"Creating the Chief Customer Officer Role"},"content":{"rendered":"<p>What\u2019s your story for creating the Chief Customer Officer role in your organization?<\/p>\n<p>Below is a brief, shorthand description for the Chief Customer Officer.<\/p>\n<ul>\n<li>If you\u2019re just starting out, you can use it as the starting point for a job description, modifying it as necessary for your organization.<\/li>\n<li>If you\u2019ve been at this work for a while, how do you execute the tasks to drive culture change and do the customer experience work? (What\u2019s in your CX toolbox?)<\/li>\n<\/ul>\n<p>The goals of the Chief Customer Officer:<\/p>\n<ul>\n<li>Engage the organization in managing customer relationships, revenue, and profit.<\/li>\n<li>Create a persistent focus on the customer in the actions the company takes.<\/li>\n<li>Drive the organization to work together for optimum customer experience delivery.<\/li>\n<li>Support leaders in their role as cultural leaders in the transformation journey.<\/li>\n<\/ul>\n<p><strong>What\u2019s your story?<\/strong> What are your successes? What are your customer experience challenges?<\/p>\n<p>As a change agent inside the company, the Chief Customer Officer performs four specific functions:<\/p>\n<p><strong>1. Establishes metrics for defining the relationship with customers<\/strong><br \/>Partners: Usually finance and marketing for guerrilla metrics; issue trending requires engagement and alignment with all functional vice presidents<\/p>\n<div class=\"c3\">\n<ul>\n<li>Guerrilla metrics; simple metrics to manage customers as an asset.<\/li>\n<li>Voice of the Customer competency development.\n<ul>\n<li>Real-time issue trending and tracking (such as complaints).<\/li>\n<li>Corralling all the surveys and uniting a company-wide approach.<\/li>\n<li>Optimizing for \u201clistening\u201d pipe opportunities, web, social media, field, etc.<\/li>\n<\/ul>\n<\/li>\n<li>Create a united platform for understanding and taking action.<\/li>\n<\/ul>\n<\/div>\n<p><strong>2. Influences cross-company agreement on how to deliver greatest value to customers<\/strong><br \/>Partners: Marketing and finance (and sales, depending on the organization)<\/p>\n<div class=\"c3\">\n<ul>\n<li>Define what customers value \u2013 how to determine the differentiating experience to be delivered.<\/li>\n<li>Determine what customers to invest in.<\/li>\n<li>Decide where to make investment decisions, that is, the highest-impact contacts and efforts.<\/li>\n<li>Create a common language set and definitions for the customer experience.<\/li>\n<\/ul>\n<\/div>\n<p><strong>3. In partnership with leaders, drives accountability through cross-company data and metrics<\/strong><br \/>Partners: The chief executive and all functional vice presidents<\/p>\n<div class=\"c3\">\n<ul>\n<li>Facilitate the development of the accountability action chain, establishing the approaches and implementation of research to understand customer loyalty and return on investment (ROI).<\/li>\n<li>Work with leaders to identify baseline metrics for tracking interaction with customers.<\/li>\n<li>Drive tracking and reporting to get to reliability in key interactions.<\/li>\n<li>Lead the accountability forums \u2013 when to meet with whom to drive accountability.<\/li>\n<li>Work with leaders on messages, reinforcing, recommendations for recognition, and driving the culture change forward.<\/li>\n<\/ul>\n<\/div>\n<p><strong>4. Clarifies a common approach and process for driving the work across the organization<\/strong><br \/>Partners: All of the functional vice presidents<\/p>\n<div class=\"c3\">\n<ul>\n<li>Identify operational accountability cross-functional alliances.<\/li>\n<li>Facilitate working together across the silos instead of separately within them.<\/li>\n<li>Instill the discipline of process change and change management into the organization.<\/li>\n<\/ul>\n<\/div>\n<p><strong>Take Action:<\/strong>\u00a0<a href=\"http:\/\/cco.wpengine.com\/wp-content\/uploads\/2012\/03\/CCO-Job-Description.pdf\">Download the Chief Customer Officer Job Description<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>What\u2019s your story for creating the Chief Customer Officer role in your organization? Below is a brief, shorthand description for the Chief Customer Officer. If you\u2019re just starting out, you can use it as the starting point for a job description, modifying it as necessary for your organization. If you\u2019ve been at this work for [&hellip;]<\/p>\n","protected":false},"author":6486,"featured_media":100626,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,98,14,83],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/100927"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/6486"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=100927"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/100927\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media\/100626"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=100927"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=100927"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=100927"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}