The Chief Customer Officer role…
Is emerging, but the most strategic CCOs are focused on engaging “connected customers” whose experience often unfolds in digital public. CCOs often create “customer success” departments, which plays on the front lines of this shift: customer success strategy and processes are grounded in customers’ outcomes of using products and services.
One of the strongest symptoms of our post-product economy is that products and services commoditize very quickly, and pressure of prices is relentlessly downward. Markets bifurcate into the price leader (Walmart, Amazon) or the experience leader (Apple). Meanwhile, enterprises’ operations are islands of automation that are “integrated” together
Customer experience is continuous and free, but only when you know where to find it and how to interact with people, so you increase trust and preference and profit.
Chief Customer Officer Reference Posts
The must-read list. These are the best posts on CCOs, customer success, and customer transformation I’ve found. Annotated to save you time.
- Jeanne Bliss has been in the trenches in automotive, real estate, hightech and more, and she authors an excellent CX/CCO blog. Select posts=> 10 Aptitudes of CCOs + 6 Critical Checkpoints + More and books: Chief Customer Officer (2004) and Chief Customer Officer 2.0 (20146
- Economist Intelligence Unit Report on the value of customer experience
- Curtis Bingham founded the CCO Council. Select posts=> Impact of the CCO + CCO Roadmap + CCO NOT an Advocate
- The extent of the challenge, as reported by CCMC=> The Sad State of Customer Care [study]
- 50 customer experience blogs (annotated list of leading voices)
CCO Roles and Careers
Our curated posts about chief customer officer careers, including collaborating with the CEO and other colleagues.
- What does it take to be a chief customer officer?Emphasizes "the human touch" and using automation to enhance experience & having a global enterprise view
- The Power of Truth Telling At Work[comment] Book reveals root case of #employee #engagement & performance crisis: A lack of #truth at work. What to do about it
- How To Become The Head Of Customer ExperienceSummarizes key traits of effective CCOs #customer #experience
- Service Design: A Marketer's Secret WeaponSUPERB Intro to #service #design for CMOs: valueprop + key tools, examples #kudos @challis
- A Bigger CMO Role: The Chief Omnichannel OfficerAnother example of a retail brand coping w the need for #digital & #customer #transformation
- 3 Actions to Avoid the “Beggar” Trap for Chief Customer Officers | CustomerThinkExcellent how-to advice for course-correcting when your #CCO role is short on authority
- Was I wrong about Chief Digital Officers? | EconsultancyReflecting on transformer v. ambassador models for CDOs - muddles w CCO
- Kaseya adds new Chief Customer Officer to improve focus of customer success program - ChannelBuzz.caFirst CCO appointment for Kaseya
- The Rise Of The Chief Customer Officer - ForbesSummarizes Forrester research on the growth of the CCO role
- Top 25 Chief Customer Officer Cco profiles | LinkedInLinkedIn's list of "top" CCOs around the world
- Goodbye, CIO. Say Hello to the Chief Customer Officer | WIREDTech take on CCO careers: The need for the CIO dissipating while need for CCO grows
- Customer Experience Career List - Customer Experience Professionals AssociationJob openings for #customer experience professionals (all levels); also people who've recently landed
- Meet Your Company’s New Chief Customer OfficerCCO career from a #customer intelligence POV
- Chief Customer Officer as Change AgentInterview: How energy CCO is leading change; connecting employees with steady stream of customer voice
- Why Customer Success as a Career? | Customer Success Best Practices | GainsightPoint of view on careers in customer success and chief customer officers (CCO)
Even more CCO career posts
