 OUR TAKE -
The CCO Position Plan
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There are two ways to live: you can live as if nothing is a miracle; you can live as if everything is a miracle.
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Albert Einstein
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Last week, I wrote about how others view the role of the Chief Customer Officer (CCO) and how CCOs advocate change. Today, I share more input from CRMAdvocate readers on the role of the CCO.
According to one CRMAdvocate reader, "A CCO position is one of research, planning, monitoring, education and customer/associate engagement. Being a 'complaint officer' would be a waste of this very important position. This person leads an organization to service excellence by working with other senior executives to define the company's customer vision, strategies and tactics along key result areas."
What about the customer experience? In response, "This position is very involved in selecting or creating the customer service model, all associated tools and techniques, leadership development plans and activities, service recovery, associate training and competencies, and monitoring outcomes and results. This is a vital position and absolutely necessary for any company."
Let me ask you how this description matches the one at your company. What's your take?
Gary Lemke, Publisher
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 NEW IN CRM
News: Latest Wave of Investments In Customer Service Falls Short
New Accenture research has found that communications and high-tech companies—many of which are falling short in their customer service delivery--need to direct their investments at new levers that enhance the customer experience. These levers include social customer relationship management tools. The research, entitled “Lessons from the Recession: Where Customer Service and Support Investments Yield Superior Returns for Communications and High-Tech Companies,” revealed that while more than half (60 percent) of the companies surveyed believe their recent actions to extend their offers and reduce costs had positively impacted the customer service experience they delivered, most of their business and residential customers receiving the service reported no visible or tangible improvements. The research also found that those customers who believe their service experience declined are more likely to stop or reduce the amount of business they do with their current vendors.(Accenture
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News: Brands at Risk of Self-Destruction as Marketers Miss the Mark
Alterian published a new report illustrating a social change in the way consumers listen to and engage with brands. Only five percent (four percent UK and six percent U.S.) of consumers surveyed in the report trusted advertising and eight percent (nine percent UK and six percent U.S.) believed ‘what the company says about itself’. This equates globally to nearly $426 billion spent on ineffectual advertising activity in 2009 alone. In stark contrast, the research found that consumers actively engaging in the use of social media feel more in control of relationships and more positive about their connection with brands in general. A third (31 percent UK and 35 percent U.S.) of respondents using social media believe that ‘companies are genuinely interested them’.(Alterian
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A High Tech and High Touch Approach to
Quality Monitoring and Coaching
May 26, 2010 10am Pacific/1pm Eastern
You’re likely already using quality monitoring and coaching technology solutions, but are you really getting the most out of them? If you’re responsible for contact center performance, you won't want to miss this webinar covering a variety of informative topics and best practices for:
- Effectively monitoring and coaching remote agents
- Shrinking the agent learning curve
- Utilizing technology for focused coaching
- Getting frontline agents to take ownership
Click here to register for this webinar. | | |
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Article: Customers in the Cockpit
When the authors of The Cluetrain Manifesto wrote their 95 Theses in 1999, they recognized that the Internet offered the opportunity to radically change the communication between businesses and customers. The use of traditional mass marketing would fade, they believed, in favor of human-to-human interactions. The authors may not have anticipated the degree to which social networking would be part of the equation, but that explosion has simply lent greater credibility to their decade-old claims. Today’s customers are expanding their networks, knowledge, and influence. (DestinationCRM
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News: Alloy Software Launches New IT Service Management Suite
Alloy announced the launch of Alloy Navigator 6 – the new version of the company’s IT infrastructure management solution. Alloy Navigator is a comprehensive IT service and asset management solution that enables help desks to manage and support all types of technical issues and requests. Leveraging best practices, Alloy Navigator 6 improves workflow management and business process automation, and delivers an enhanced user experience, at a competitive price. (Alloy Software
)
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