1to1 Customer Champions: On the Move

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Customer Experience
Customer Experience
The 2009 1to1 Customer Champions keep their businesses on track by focusing on the customer.

Customers are changing the rules of business. They want more from their vendor relationships, whether they define "more" as price reductions, service improvements, product co-creation, or other expectations. They crave proactive service and expect a problem-solving mind-set from every employee they encounter, not customer service reps. They see one company, not a group of products or divisions, so they expect a consistent experience across channels. They want sellers to anticipate their needs and understand their business and then communicate with relevancy and timeliness, via their preferred channels. In other words, they want it all, and more, delivered when and how they want it.

Is it possible to profitably keep up with customers' ever-increasing expectations? It's not easy, but it is possible-under one specific circumstance: when an organization has an executive sponsor responsible and accountable for meeting both customer and corporate needs in a way that is mutually beneficial. That person may hail from the contact center or data center, from marketing or operations, from sales or the C-suite. Where they live in the organization doesn't matter; what does matter is that their customer-centric actions and attitude pervade their organization.

Who are these sentries of customer centricity? They're executives who know that customers are the business, and who have a wizard-like ability to transform even the toughest customers' loyalty into profit. They're 1to1 Customer Champions. Each year we honor their accomplishments by telling their stories. Read on to learn how the 2009 1to1 Customer Champions are keeping their organizations on the right track to profitability: through a focus on the customer.

Meet the 2009 1to1 Customer Champions:

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