CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity Competitive Advantage B2C 85

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

Horizon CX

DECEMBER 27, 2019

The research was conducted between September 24, 2019, and November 25, 2019, and targeted CX Professionals within B2B organizations with titles ranging from Chief Customer Officers and VPs of CX to Directors and Managers of CX. Measuring NPS doesn’t or shouldn’t detract either unless you become fixated on it.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

CX Journey

FEBRUARY 5, 2015

At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity. My take: We’re expecting to see investments in customer experience offer up a tangible and measurable impact on the bottom line.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Beyond Philosophy

MAY 31, 2016

But researchers—including James Oakley of Purdue University, Northwestern University’s Forum for People Performance Measurement and Management and relationship experts Dwayne D. Such an individual—let’s call this person a chief customer officer—is missing from the organization chart of many companies.

Company 60

Company Chief Customer Officer Employee Engagement Leadership 60

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Ian Golding. Lynn Hunsaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Ian Golding. Lynn Hunsaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130