Customer satisfaction. Metrics such as the monetized Net Promoter Score can tell the executive level whether the CCO is driving customer happiness, loyalty, and retention. The chief customer officer is the person that takes full responsibility for all things related to the customer. Drive profitable customer behavior: To help customers spend more, and more often, the CCO must focus on initiatives such as profitability segmentation, customer retention, customer loyalty, satisfaction, and improving the customer experience. As well, many CCOs will use in-depth customer insight to inform the sales and marketing efforts to acquire more of the “right” and profitable customers. Create a customer-centric culture: One of the most important roles of the CCO is to help create a strong, customer-centric culture complete with accountability and ownership at all levels in the company. CCOs that fail at this imperative incessantly put out fires and burn out as nobody else takes ownership. CCOs must prioritize customer initiatives to drive the most profitable initiatives with the greatest customer impact. They must put a face on customers and help employees (especially the non-customer-facing employees) remain focused on driving customer value. Rod’s view is similar. As soon as you start to have a specialized team for implementation, customer success, and support, it creates an opportunity to hire someone to lead those teams and start thinking about how those functional teams work together.

As more companies compete on experience and a greater emphasis is placed on providing convenient, personalized solutions for customers, many companies feel the pressure to show they are dedicated to customer experience. They respond by naming a CCO for the appearance of having a customer-centric culture. In reality, a strong experience and a strong culture speaks for itself without fancy titles or corner offices. The problem with many companies reactively naming CCOs is that the officers don’t have real responsibilities and their positions are often more of a PR stunt than actual dedication to customers. The title may give lip service to customer experience without really intending to make a difference. There’s a reason why the average tenure of a Chief Customer Officer is just 29 months—they often aren’t given real work to do. Building up high-quality, long-lasting customer relationships to boost engagement, advocacy and expansion. Finally, the ability to build team loyalty and morale is crucial in a CCO. This is because they have to inspire, lead, and teach front-line employees to deliver exceptional customer experiences. Essentials of Being Promoted to CCO The importance of exceptional customer experience cannot be understated. Technology and easier access to information has shifted the power to customers, increasing their expectations for great experiences. However, not all suffered such dramatic fates. Many succeeded and carried the torch forwards, paving the way for others to follow. The Chief Customer Officer of TodayDharmesh is heavily involved in starting and joining conversations that HubSpot customers care about using social media. 7. Build a foundation for yourself before you're even hired.

The CCO role is evolving into more of a “Chief Customer Strategy Officer,” focused primarily upon driving profitable customer strategy at all levels of the company with the express goal of acquiring, retaining, and serving the right customers for greater profits. It is no longer a “nice to have” designation; for many companies it is business critical and primary source of competitive advantage. In a telling about-face, many people have stopped complaining that a CCO is unnecessary because a company has a CMO. Instead, they are advocating an extreme position in which the CMO should be replaced with a CCO. CCO Goals & Challenges

The Growing Importance of a CCO or CXO

Alli Tiscornia, our CCO at ChurnZero, has a comparable take. “A chief customer officer is usually responsible for everything that happens post-sale. They’re responsible for the teams and processes after a prospect becomes a customer.” Asda has today announced changes to its senior leadership team including the appointment of a new Chief Customer Officer. What can you, as the CCO, do to prevent this? Well, you can get your workers actually excited about their role. Just as you might try to find the root cause of customer dissatisfaction, try to find the root cause of employee dissatisfaction. Chief Customer Officers may be known by many titles; however, according to the Chief Customer Officer Council, the CCO is properly defined as "an executive who provides the comprehensive and authoritative view of the customer and creates corporate and customer strategy at the highest levels of the company to maximize customer acquisition, retention, and profitability." Listening to internal team members and finding ways to best serve the customers while maintaining efficient internal processes.

Delivering and demonstrating value to the CEO, the Board, peers, and employees: Because the CCO role is new and some are not yet fully convinced of the value, the CCO must strive to deliver demonstrable value to all stakeholders, not the least of which are the CEO, the Board, and peers. Because results are sometimes harder or take longer to measure, CCOs must be very clear about their performance metrics to allay concerns about performance. As well, CCOs have to proactively collaborate with some executives may feel threatened by the CCO’s broad purview into customer issues that span traditional silos. of all consumers find a positive experience with a brand to be more influential than great advertising. (Source: PwC) We are searching for an experienced Chief Customer Office to join our leadership team to lead and manage the sales and marketing teams to success. Prove CX results to the highest levels of the company. 62% of businesses don’t know how to calculate the ROI of their CX efforts. This is a problem. It’s your CCO’s role to prove your CX is having an impact.Bringing in this new mindset might be difficult. Typically, companies don't favor an influx of trial-and-error in creating new strategies. However, in your customer-centric role, it's essential. Even though her role is somewhat different, the motivation behind it is similar. SaaS companies that want to grow “have to really pay attention” to their customer base. That requires having a single executive responsible for pulling together insights from the different teams to get a broad perspective of customers’ needs.

The Chief Customer Officer is a C-suite position and is responsible for building a customer-centric culture at all levels of a company. In advocating for the customer, the CCO aims to enable an organization to consistently deliver the best possible customer experiences. Mark graduated from the University of Surrey with a degree in mechanical engineering before joining British Airways. From there he spent more than a decade leading customer service, distribution and technology for British Airways and Qantas Holidays in the UK and Australia, leading both businesses through significant periods of industry change. And, of course, make them understand their value in the company. After all, if there were no customer service representatives, you would have no one to lead. 5. Show your value by rising up to the position.

Why are companies turning to CCOs?

To utilise and manage the booking platform, CRM system, phone system, other customer communication channels and systems to ensure the highest possible enquiry, booking and subsequent customer support setup for the customers is in place Proven social media marketing and management solutions that makes sense of the millions of conversations taking place on social media and flags key posts that require attention so you can act right away Support the partner ecosystem by providing enterprise-class advisory services to partners and customers to the needs of each segment