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Chief Customer Officer (CCO) is the executive responsible in customer-centric companies for the total relationship with an organization’s customers. This position is relatively new addition in the CxO hallway, and was developed to provide a single vision across all methoda of customer contact. The CCO is often responsible for influencing corporate activities of customer relations in the call center call centre, sales, marketing, finance (billing), fulfillment and post-sale support. The CCO typically reports to the Chief Executive Officer, and is potentially a member of the board of directors.
Today's customer requires access in many forms of media to meet their preferences and lifestyle, such as traditional voice agent, outsourced/offshored voice agent, automated voice (Interactive Voice Response or IVR), Email, traditional mail, Web chat, Web collaboration, Web co-browse, text, Point of Presence (PoP) such as sales register or kiosk, faxes, etc. A consistent customer experience across all methods of access is required by customers, who often choose to change vendors if they do not get the support they require to meet their expectations. Consistency and accessibility of the customer experience have become an essential component to winning competition for customers as companies realize the financial benefit of customer satisfaction as its' proportionate relationship to loyalty and profitability. A 2009 study of over 860 corporate executives revealed that companies that have increased their investment in customer experience management over the past three years report higher customer referral rates and customer satisfaction (Strativity Group, 2009)[1]
The best book on this role is written by Jeanne Bliss. Her book is Chief Customer Officer: Getting Past Lip Service to Passionate Action.
- ^ Strativity Group (2009), 2009 Global Customer Experience Management Benchmark Study, Strativity Group, Inc., http://strativity.com/products/2009-Experience-Management-Benchmark-Study.aspx
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