Benefits of a CCO

As more companies adopt a customer-first mindset, so too do these companies need to create positions to manage all of the strategies and employees that take part in customer-oriented programs. One potential position that these companies may want to consider creating is a Chief Customer Officer – an executive level position in charge of all customer-related business.

Like any CxO position, the CCO is one of considerable importance. But it is a position that can have a number of benefits to your company. These include: Acknowledgement of Customer-First Mindset By opening an executive position related to customer relationships, you are acknowledging at a company-wide level that your business is committed to the customer.

The CCO not only manages the customer relationship teams – it also acts as the voice of the customer, dictating what the customer needs to the CEO in ways that most other employees are unable to do. Creating the CCO position changes the landscape of the business. Employees will know they are accountable to the customer, and customers know that their voice is important.

Since the CCO will also devise strategies themselves, the company itself will continue to focus its efforts on customer needs. Single Executive in Charge of Customer Experience Right now, most companies research the customer and address customer needs at random across departments. Companies that have created a research department still rarely have say in day to day operations or long term planning.

An individual at an executive level position is able to oversee all of these relationships and make sure that there is a plan for how the information comes together and gets implemented within the company. Enact Change Finally, the CCO is far more likely to be in a position to create real change within the company when the needs of the customer call for it. While most businesses understand that the needs of the customer are important, few are able to put all of the necessary changes into action, primarily because their needs are evaluated by those that are not experts in customer service and satisfaction.

CCOs may be a relatively new addition to the executive lineup, but they are already playing an important role in the future of many companies. If you run a large company that is attempting to create a customer mindset throughout the company, adding a Chief Customer Officer executive position may be an important step.