the impact of the chief customer officer
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DESCRIPTION
The emerging role of the chief customer officer (CCO) is defined as: the executive responsible in customer-centric companies for the total relationship with an organization's customers. Today's customer requires access in many forms of media to meet their preferences and lifestyle. 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. This article covers why consistency and accessibility of the customer experience have become an essential component to winning competition for customers as companies realize the financial benefit of customer satisfaction as its proportionate relationship to loyalty and profitability.