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Do you want to become a Chief Customer Officer (CCO)? If yes, check out this blog to get a clear professional pathway to reach your objective.
This is the age of the customer where we are living in. While making the purchase decision, customers are now looking for positive experiences over price.
With the continuous evolution of the CX domain on the bottom line, a new role has emerged to assist enterprises in setting up the next level of CX expectations – the Chief Customer Officer (CCO).
According to Gartner, more than 90% of enterprises hire a CCO or executives with similar responsibilities.
This fact showcases that the role of CCO has become more vital in today’s digital age.
But the question is still: What exactly do CCOs (Chief Customer Officer) in this relatively new executive position do?
Before we answer that question, it is important to know the definition of a chief customer officer.
A Chief Customer Officer is one who is responsible for the organization’s entire relationship with its customers. The customer officer needs to make efforts to elevate experiences for customers at every touchpoint in the customer journey. Other names of the title include- Chief client officer, Executive vice president, and Chief experience officer. The main goal is to improve customer experience by designing customer loyalty programs, training sessions, education sessions, and more.
The Chief Customer Officer reports to the CEO of the organization. He is the voice of the CS department and is responsible for driving the company on customer-centric values. The main roles and responsibilities of the CCO include-
There are specific reasons for organizations to hire a chief customer officer as more companies are shifting their focus towards CX. The reasons to hire CCOs are established in this blog on Chief Customer Officer.
A person in the role of CCO can be from any background or mostly a jack of all trades. A CCO could be someone who worked in finance, marketing, operations, or any field before moving into customer management. The people fulfilling the role of CCO come from several diverse backgrounds with the role of juggling around different functions at a single time. This diversity in CCO background can be helpful to impact customer operations and improve customer relationships.
Here are some of the tips that will help you to become the Chief Customer Officer (CCO) in an organization:
Every chief customer officer needs to be obsessed with customers. They need to interact with customers and offer benefits as per requirement. The CCO needs to drive home the fact that customers hold all the power.
The CCO needs to collaborate with the C-suite regularly. CCO needs to collaborate with teams to ensure all teams are on the right track for customer success. Establishing oneself as a team player is important.
The CCO is the one who needs to take in the most feedback- negative or positive. Customers will share positive experiences with brands on social media networks. Feedback can help create new strategies.
CCO needs to rise by showing value. CCOs need to build loyalty and ascend in ranks in customers’ eyes. You need to know your customer base and their value for the company.
A CCO needs to build a foundation by researching and setting goals beforehand. This is possible when there is a proper plan of action and goal chart to meet. This can be done in the C-Suite meetings to build a customer-focused strategy.
Here are the top challenges the CCO can face while performing their duties.
These tools can empower CCOs to deliver a positive CX and offer elevated experiences throughout the customer journey.
These tools can help reduce customer handle times, solve customer problems, and increase customer bonds.
You need to understand that your role as a CCO will continue to evolve and grow as per the expectations raised by your customers.
Your role is to continue evolving and get an ace while proving your worth in customer-centricity.
You need to cross a long road with considerable commitment to become a CCO of an organization. 26
With the necessary, demanding work and obsession to add value to the customer experiences, you can always get the right value in an organization and deliver your best as a CCO!
Dattatraya Shetty is an IT Professional with 2 Decades of experience in areas of Product Development, Implementation & Service Delivery Management. As the Head of Implementations and SOC Compliance in Smartkarrot he is on a mission to provide relishing customer experience.
Published January 07, 2022, Updated March 02, 2023
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