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Jason Grier, EVP and ChiefCustomerOfficer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on socialmedia than by traditional survey forms. Even video is emerging on the customer-feedback scene.
In the past decade, we’ve seen the number of companies with an individual in the role of ChiefCustomerOfficer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,
In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI.
Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now ChiefCustomerOfficer at ClearAction Continuum. LinkedIn : [link]. Website : [link].
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