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A chief customer officer is the executive responsible in customer-centric companies for the total relationship with an organization’s customers. This position was developed to provide a single vision across all methods of customer contact. The CCO is often responsible for influencing corporate activities of customer relations in the call centre, sales, marketing, user interface, finance , fulfillment and post-sale support. The CCO typically reports to the chief executive officer, and is potentially a member of the board of directors.
Chief Customer Officers may be known by many titles; however, according to the Chief Customer Officer Council, the CCO is properly defined as "an executive who provides the comprehensive and authoritative view of the customer and creates corporate and customer strategy at the highest levels of the company to maximize customer acquisition, retention, and profitability."
Today's customer requires access in many forms of media to meet their preferences and lifestyle, such as traditional voice agent, outsourced/offshored voice agent, automated voice , Email, traditional mail, web chat, web collaboration, web co-browse, text, point of presence such as sales register or kiosk, faxes, etc.
A consistent customer experience across all methods of access is required by customers, who often choose to change vendors if they do not get the support they require to meet their expectations.