Approaching customer relations with a business-development perspective, keeping an eye out for any opportunities, and collaborating with expansion, upsell, and growth managers to successfully act on opportunities and grow the business. A COO is often considered the second in command to the CEO and is responsible for supervising the daily operations of a business. The COO may be tasked with managing a variety of issues for the company, including financial growth, development, sales, marketing, research and human resources. Essentially, the COO is responsible for ensuring that the organization and its employees are carrying out the CEO’s vision and plans. If you’re thinking of posting this job description for a Chief Customer Officer (CCO), you’re hardly alone. Many companies are realizing the importance of reorienting and reprioritizing their business around customers. Proven social media marketing and management solutions that makes sense of the millions of conversations taking place on social media and flags key posts that require attention so you can act right away

Drive profitable customer behavior: To help customers spend more, and more often, the CCO must focus on initiatives such as profitability segmentation, customer retention, customer loyalty, satisfaction, and improving the customer experience. As well, many CCOs will use in-depth customer insight to inform the sales and marketing efforts to acquire more of the “right” and profitable customers. The CCO is also responsible for creating a comprehensive assessment of the customer and developing more profound insights regarding the customer’s needs, satisfaction, and overall experience. This may include recognizing gaps in customer experience and assessing how to improve customer satisfaction, whether in sales or customer service. Bliss, Jeanne. Would You Do That to Your Mother? The "Make Mom Proud" Standard for How to Treat Your CustomersBuilding up high-quality, long-lasting customer relationships to boost engagement, advocacy and expansion. Neglecting employee experience. To ensure you get real change from your CX program, you can’t afford to neglect your staff. If employees aren’t having a positive experience, it’s unlikely they’ll have the ability or will to deliver a customer-centric approach. It’s the role of the chief customer officer to change that. Important to consider, even aside from the job description, how closely tied to technology advances this role is, given the timing of the rise of this role. Today, in the age of artificial intelligence (AI), any good CCO would likely be expected to have some understanding and usage of AI to be successful at their job.

Consolidate customer data into a single source of truth to make it easier for teams to access the necessary information. How to Become A Chief Customer Officer 1. Be obsessively customer-centric. Because the CCO role is still so new, there is as yet no executive MBA program or even a Harvard Business Review treatise about becoming a CCO. Jeanne Bliss, who was the Chief Customer Officer for Lands' End, Microsoft, Mazda, Coldwell Banker and Allstate Corporations has written multiple books on the role of the Chief Customer Officer based on her twenty five years' experience in the role. But is it really necessary to make another addition to the already crowded C-suite of top executives?

The point, overall, is to build a more customer-centric organizational structure throughout the company. That should be your underlying objective. Make Chief Customer Officer The Next Step In Your Career

Encourage employees by implementing traditional change management methods, such as goal setting and organizational communication. Engage employees actively to ensure that everyone is on board with the transformation. Obtaining Buy-in From Stakeholders Generate a complete view of the customer, including their needs, expectations, and perceptions of their experiences with the company, and communicate these insights to other C-Suite members.In 2003 there were fewer than 20 people in the world with the obscure title of Chief Customer Officer. These included a small handful of trailblazers including Marissa Peterson of Sun Microsystems, Doug Allred of Cisco, and Jeff Lewis of Monster.com. Most people at this time had never heard of the title and many of these couldn’t fathom the need for another member of the C-Suite. Strativity Group (2009), 2009 Global Customer Experience Management Benchmark Study, Strativity Group, Inc., archived from the original on 2011-04-09 , retrieved 2009-07-03