A CCO must have a solid understanding of their customers. As well, they must be able to assess their experiences with the company at each touchpoint, empower teams with the tools they need to deliver positive CX, and have the insights to generate a roadmap to elevate experiences across the customer journey.

Both Rod and Alli agree that a top priority for a CCO is customer renewal and retention—as measured by metrics such as GRR and NRR. “I feel very strongly that chief customer officers should own revenue, which means they should be responsible for renewals and a lot of expansion dollars,” says Alli.

The chief customer officer is an operational role

Expert empathy skills with high emotional intelligence, and experience in applying those skills in a business context. At that top level, I’m making sure that we are coherent around what we are trying to solve for our customers and what kind of experience we’re trying to provide,” she says. Starting the movement to customer-centricity was relatively easy; we actually have 28 business units on board," says Isabelle Conner, CCO at General Insurance. Our company is helping to improve the experiences of employees because we’re working to reduce friction in their day-to-day work,” she says. “For us, the word ‘experience’ has a really important meaning.” The Chief Customer Officer is typically the highest position in a customer success department and reports directly to the Chief Executive Officer (CEO), though this may vary between companies. The CCO is the voice for the CS department and is responsible for uniting C-level executives and the rest of the company on customer-centric values. Some of the main responsibilities of the CCO include:

Chief Customer Officer Council (2015), The 2014 CCO Council Chief Customer Officer Study, Predictive Consulting Group, Inc. The customer perspective should inform everything the Chief Customer Officer does. Therefore, understanding the current and future needs of the customer is critical. Delivering and demonstrating value to the CEO, the Board, peers, and employees: Because the CCO role is new and some are not yet fully convinced of the value, the CCO must strive to deliver demonstrable value to all stakeholders, not the least of which are the CEO, the Board, and peers. Because results are sometimes harder or take longer to measure, CCOs must be very clear about their performance metrics to allay concerns about performance. As well, CCOs have to proactively collaborate with some executives may feel threatened by the CCO’s broad purview into customer issues that span traditional silos. Companies need a CCO to deliver results this quarter—and set them up for success in the future. They need to understand the company’s goals and how to best structure the post-sale team to deliver on next year’s growth strategy. The chief customer officer is the person that takes full responsibility for all things related to the customer.Chief Customer Officer, Chief Client Officer, VP of Customer Experience—the titles are not important. What is important is that in the end, the customer recognizes the intent of the title, and the power that it provides the bearer to act in the customers’ best interests The Genesis of the Chief Customer Officer

In the past, customers were satisfied simply when their problem was met with a solution. That's not the case today.We need to talk about the ROI of your CCO. While the answer is more complex than meets the eye, there are two places to start looking. Customers want brands to interact with them and provide benefits beyond a single solution. According to Zendesk, 81% of leaders see customer experience and support as growing priorities over the next year. Now you know what sort of role your CCO will fulfill. But where does the chief customer officer actually add value to the business? Companies that invest in employee experience are 4x more profitable than those that don’t. (Source: Harvard Business Review)

Lead the organization’s customer-centric initiatives and support front-line employees to provide exceptional CX. He moved to work across Asia Pacific next, in customer services director roles for a diverse range of global organisers leading complex international teams spanning travel insurance, bookmaking and accountancy. Key to all of these roles was a focus on ensuring the customer voice was heard and customers were protected. The below list of responsibilities is curated from CS professionals and search firm executives. It’s quite expansive—the ideal job description will have responsibilities tailored to your unique asks for the position. The CCO takes a lead role in defining and implementing the customer strategy. This involves setting a clear vision for customer experience and engagement, aligning it with the company’s overall mission, values, and business objectives. Customer advocacy Once you begin working at one company, you'll develop a deep comprehension of your target customers. Use those existing relationships in your pitch for why you deserve to be the CCO.

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According to the Chief Customer Officer Council, the role of the CCO is to solve lasting customer problems. CCOs build a long-term competitive advantage, retain loyal customers, and create a strategy to help increase profit. CCOs are a C-Suite member who focuses on building, growing, and nurturing relationships with customers as soon as they convert and become customers. While the title may vary, the CCO is still the go-to person for all customer-related inquiries, concerns, and initiatives.