 OUR TAKE -
Hippos and the CCO
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|  | Lasting Impressions:
When you have given nothing, ask for nothing.
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Albanian Proverb
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As a rule, I do not want stay on a topic for too long. Even if reader feedback encourages me to continue to develop the discussion to deeper depth and new dimensions, I know every reader is not equally interested in each topic. So when I had already decided to move on from the topic of the power of the Chief Customer Officer (CCO), it was a difficult decision to break my own rule. But I think this is something most of you will want to read.
When you think about customer advocacy and who controls the game (also see the solitary veto and pushing the red button), one has to consider the HIPPO. (thank you to Avinash Kaushik via Mark Hurst for the reference).
When it comes to making decisions that affect the customer experience, it is often the Highest Paid Person's Opinion (HIPPO) that is implemented. CCOs typically do not have the position of the hippo. And customers do not carry the clout of the hippo. On the contrary, consider the customer view the Highest Paying Person's Opinion. Isn't it great when the highest paid person in the room is a proxy for the highest paying person's opinion?
And how painful is it for the customer advocates in the room when the hippo is not a proxy for the customer? That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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