Customer View From the Top
The role of CEO is evolving. What used to be a numbers-driven, locked in the corner office job now requires many hats -- brand steward, Wall Street maven, publicist, and customer advocate. While in the past the last one was usually the one pushed off to the lower ranks, there's a sense that customers are working their way into the boardroom agenda.
In today's 1to1 Weekly lead article, we look at a new study from the NYSE that shows promise for CEOs. They are planning greater investment on managing customer relationships than in the past. And on the strategic side, brand, reputation, and investments in corporate social responsibility -- all focused on winning customers -- are increasingly important. CEOs continue to recognize the costliness of losing customers.
How important is customer strategy to your executive team?
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Jim, I think the green movement has given companies an outlet to be more socially conscious, which could translate into customer-focused. I think it comes down to sincerity. No matter what a CEO says, there has to be sincerity and real action behind it to work.
Customer attention = job security for the CEO's. This is very apparent when big companies start paying attention to what is going on in carbon reduction and other "green matters." the customers/consumers are driving the train and the ceo's are taking note since it has impact to the bottom line.
-- jim
http://profitablegreensolutions.biz
In our case, there is no choice between our owners and our customers; they are one and the same in a cooperative corporation. And as the president/COO I report to a board of directors that is elected by the members. So we pay a lot of attention to our owner/customers. That's why I love the concept of cooperatives.
... Bill