Customer Bliss

JANUARY 26, 2017

Headcount is a tricky issue in a lot of organizations. As a result of this ecosystem, there’s some belief that headcount is actually hurting business innovation , and thought leaders like Josh Bersin (of Deloitte) have argued for a “team of teams” mentality. For now, though, CCOs need to build their team.

Innovation 68

Innovation Customer Experience 68

Customer Bliss

MARCH 9, 2017

” Most CCOs will mention talent strategy when they talk to me, either on my podcast or in client work. Talent strategy: Affording headcount. Headcount is often a rushed, messy process at organizations. ”) Headcount cannot be a rushed or political process, though. What does that look like?

Customer Experience 71

Customer Experience Sports CX Innovation 71

Customer Bliss

JANUARY 24, 2017

One of the most interesting things about this episode to me is where Scott began his pathway to the CCO role. You don’t see as many CCOs come from HR, but it makes sense. The Three Phases of the CCO Role. Most CCOs have to do some degree of “packaging” around their role. Namely: Human Resources.

Customer Loyalty 77

Customer Loyalty Education Customer Satisfaction Sales 77

Customer Bliss

JANUARY 19, 2017

We get rid of key people (or the CCO him/herself) because the growth wasn’t seen immediately. I’ve talked about this a few times with different CCOs on my podcast , but this is the basic flow: Root yourself in the core mission of the company and its product/service. Crawl, walk, run. What’s that way?

Engineering 72

Engineering Voice of the Customer Business Growth Customer Experience 72

Customer Bliss

APRIL 18, 2017

She is an emerging breed of CCO doing double-duty as both transformist and operator. The original MSA Chief Customer Officer, who I had the privilege to work with, moved from the President of the Americas to the Global CCO for the corporation. Anne is the third Chief Customer Officer for MSA. About Anne. A native of Pittsburgh, Ms.

Manufacturing 47

Manufacturing Engineering B2C B2B 47