Chief Customer Officer (Part Two)

What Companies Have Chief Customer Officer?

CCOs can clearly have a significant positive impact on Customer Experience, regardless of their organizational architecture (operational or matrix). So, why haven't more corporations noticed this and hired a chief customer officer?

The answer is that it was early days for the CCO job, which did not even exist until a few years ago. To get a sense of what types of organizations have appointed chief customer officers so far, according to Forrester,?size is irrelevant if the company wants to generate significant income and reputation.

What industries does CCO work in?

Forrester reports that chief customer officers work across 20 sectors. Despite the fact that most people associate customer experience with consumer-oriented firms, more than half of CCOs work for B2B enterprises. These B2B enterprises include professional service firms.

There are two explanations for the high number of primary customers of fixers at B2B enterprises. First, B2B businesses have far fewer clients than B2C companies. Losing even one customer, particularly a significant client, can be very painful. Second, B2B firm success is frequently dependent on the performance of their clients.

Is Your Organization Ready for a Chief Customer Officer?

You need to answer three questions:

1- Is there a clear business purpose for having a CCO?

2- Is the culture ready to accept a CCO?

3- Is the business willing to create a CCO job position with the power to create change?

- First and foremost, you should have specific business reasons for appointing a CCO. To achieve success, you must follow a systematic approach, implement strategies,?and make major changes throughout all of the organization's channels and business units. As a result, this position isn't nice to have;?you require a CCO to take your company to new heights that your competitors do not have.

- Second, the organization possessed a culture that was open to accepting a CCO. The executive team was not starting from scratch; they had already launched?successful programs targeted at improving the customer experience. At the same time, front-line workers were eager for change. because they were both customer-centric and frustrated by things that got in the way of serving customers.

-Third, you need to make a CCO position report to the CEO. A CCO must have the ability to change and influence on strategic decisions, including funding.

If these identical components exist in your organization, you are ready to hire a chief customer officer. In fact, you'll probably need one. But don't just guess if you're ready. Instead, use a self-test to determine your level of readiness. Please do not jump on the CCO bandwagon. If you bring a CCO without these reasons, you will waste your customer experience, time, money, and hope of having someone in the future. That situation you want to avoid.

You should have a business need, a culture that is prepared for change, and executive support; then you should look for someone to fill the job.

To Be Continued...

Thank You