![10 Must-Do’s for Chief Customer Officers]()
by Colin Shaw | Jun 6, 2013 | Customer Retention
Chief Customer Officers (CCO) are charged with ensuring that an organization’s customer experience is considered by all departments, in all major decisions, at all times. He or she is the one executive whose job it is to represent the customer at their company. The...
![10 Must-Do’s for Chief Customer Officers]()
by Colin Shaw | Jun 4, 2013 | Management
What is the relationship between CEM and sales? A lot has been said about loyalty but what about acquisition? Using Beyond Philosophy’s emotion database, I took a subset of surveys with per person sales data (equivalent to £17million over 7 samples) and...
by Colin Shaw | May 30, 2013 | Customer Experience
[widgets_on_pages id=”Follow Button”] “Once upon a time….” These words conjure images in our mind. We tell our children the story of the ‘boy who cried wolf’ to get over the message that if you lie, then eventually people won’t believe you when it is...
by Colin Shaw | May 27, 2013 | Customer Experience
[widgets_on_pages id=”Follow Button”] Much has been made about the future of the Internet, of customer relations, and of business interactions with customers. In fact at every conference I speak at I hear discussion about ‘Big Data’ and how it will help...
![10 Must-Do’s for Chief Customer Officers]()
by Colin Shaw | May 23, 2013 | Customer Experience
It’s tough to get employees engaged but, when you do, it’s worth its weight in gold… let me tell you a story about how I achieved this to great effect… A number of years ago, back in my corporate career, I was asked to take over 20 call centers. The previous manager...
