Customer Bliss

FEBRUARY 12, 2015

Competency #2: Align Around Experience. Competency #2 gives leaders a framework for directing the work of the organization: requiring cross-silo accountability to deliver deliberate customer experiences. Give Leaders a Framework for Directing the Work of the Organization. Selling Cups or Supporting Parenthood?

Outlook 61

Outlook CX Customer Experience 61

Customer Bliss

NOVEMBER 3, 2015

Your work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the CX competency framework. As you embed the five competencies, over time, what your company stands for will shift. Gaining leadership commitment to the five competency framework is your first milestone.

CX 83

CX Innovation 83

Customer Bliss

FEBRUARY 17, 2015

Competency #3: Build a Customer Listening Path. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.

Outlook 67

Outlook CX Customer Feedback Customer Experience 67

Customer Bliss

FEBRUARY 24, 2015

Competency #4: Proactive Experience Reliability and Innovation . Competency 4 builds out your “Revenue Erosion Early Warning System” and your evolving experience innovation process in “marquee” moments in your customer journey. 2 CCO Priorities: Experience Reliability and Experience Innovation.

Outlook 64

Outlook Social Media Innovation Customer Experience 64

Customer Bliss

MARCH 3, 2015

The information and experience you gain by working through the customer experience competencies and holding people accountable to customer metrics will condition the organization to redevelop the customer experience for greatest marketplace differentiation. This means: Managing the customer as an asset.

Touchpoint 79

Touchpoint Innovation Customer Experience 79

Customer Bliss

FEBRUARY 9, 2018

These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so. The following post is an excerpt from my book: Chief Customer Officer 2.0.

Customer Journey Map 76

Customer Journey Map CX Start-ups Gaming 76