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Chief Customer Officer Service
Success in the Post-Crash world requires a clearly defined strategy for managing customer experience and building on customer relationships. It's difficult to attract new customers, so losing a customer is that much more painful today. In fact, past research" shows that a mere 5% reduction in customer defections can improve bottom line performance as much as 95%.
Many companies have created the role of the Chief Customer Officer to address these concerns. Others have assigned the responsibility to other C-level executives. Still others believe that these concerns are the responsibility of everyone in the company. Wherever the responsibility lies, customer experience is are on the critical path of top and bottom line performance.
We make it easier to ensure customer experience is helping your company attract and retain customers with our Chief Customer Officer Service (CCOS).
The service enables companies to quickly eliminate customer experience gaps, improve loyalty, gain more referrals, uncover opportunities to drive innovation with customers resulting in more revenue from existing customers and new opportunities in the broader market.
Over the course of three months, the CCOS focuses on four key areas:
- Voice of the Customer
- What are customers thinking, feeling and doing? How does this align with what you want them to think, feel and do throughout the customer life cycle?
- How are expectations being set for customers and by whom?
- Where are you letting your customers down in terms of their experience?
- If customers could change just ONE thing about being your customer, what would it be?
- Value Co-Creation
- What opportunities exist to gain insight from customers that will drive innovation?
- What unmet customer needs can you fulfill and then roll out to the broader market?
- Organizational Alignment
- Are sales, marketing, support and operations all operating from the same customer facing philosophy and strategy?
- How does the voice of the customer get heard throughout your organization, especially when defining and delivering customer experience?
- Does everyone feel that they have ownership of customer relationships?
- Organizational Leadership
- How does the C-suite demonstrate the importance of customer experience and adherence to a customer relationship strategy?
- How does the C-suite communicate about customer experience and relationships to the rest of the organization?
The CCOS enables organizations to rapidly discover their most significant customer relationship opportunities efficiently and cost effectively.