Forresters Research confirms 30% of the companies they surveyed have a Chief Customer Officer in charge of the overall customer experience. How terrific is that in breaking down traditional silos and staging organizations with their internal capacities to be ready for the future … one where we know the customer has more clout then ever before! While you may not be able to afford their research reports as small or medium tourism industry, merely thinking about the excerpts they share via press releases can be helpful.
Things to think about:
- Who is the person responsible for the ‘entire customer experience’ in your company? An individual who can champion and understand the integration required throughout your organization?
- Does your customer experience champion get invited to the right meetings and events to ensure they can contribute optimally?
- Do you have any metrics to measure their contribution – which has a less tangible, more qualitative outcome that say the ROI on an ad campaign?
- How have you altered ‘how’ you do business to respond to the consumers interest in being engaged with your company?
Just a few to ponder. And if you don’t have a customer experience champion in your company — don’t you think it’s about time!
