The Chief Customer Officer (CCO) Movement…Are You Ready?

I recently blogged about the movement by organizations toward a new CXO position: Chief Customer Officer.

As a consultant, you need to be aware of this new role in organizations for several reasons:

  • Increase your value to your clients: if you see an organization that is suffering from customer churn and wants to do something about, you can raise the idea of adding a CCO to the org chart.  You will be sharing a leading edge idea and can refer them to resources such as the CCO Council for more information about how and when to think about such a move.
  • Increase your relevancy to your clients: if you begin work with a client who does have a CCO in place, that says oodles about their strategy as it pertains to customer relationships.  You should make sure to reflect that in your discovery conversations with them as well as in any recom- mendations you make.  To not consider the implications on customers and to not include the CCO in discussions about any changes you want to make to marketing processes, corporate communication, etc. would be a huge miss in such situations.
  • Expand your target audience: think about how the services you provide may support the efforts of a CCO, especially when it comes to measuring results.  CCOs are under huge pressure to provide metrics for measuring the impact of their efforts and could use your help!

For more information about the role of CCOs, explore the CCO Council site.  There are many tools there to help determine whether the time is right for an organization to create a CCO role and the success factors for doing so.

Please share any insights you have about this role and what experiences you/your customers may have.

About Jen Berkley Jackson

Jen Berkley Jackson, founder and owner of The Insight Advantage, has extensive experience in using various methods (surveys, focus groups, one-on-one interviews) to integrate the voice of the customer into all functions, helping organizations increase market share, revamp product lines/services, and ultimately increase customer loyalty and retention.

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