Who's in Charge of the Customer?
Today's lead story in 1to1 Weekly takes a look at the role of the Chief Customer Officer. As companies look to shore up their customer strategies to weather the economic storm, it looks as if having an executive in the board room with a focus on customers would be a good idea. Some, however, don't agree.
Only a handful of the Fortune 500 have a CCO in their executive ranks, and even the companies that do have one run into challenges when it comes to authority and accountability. They might overlap with the Chief Marketing Officer, or not be held to the same reputation as the CFO or CIO.
I think that the benefits of having a CCO outweigh the negatives. Some say that all executives focus on the customer, so why should there be one in particular. But from many of my experiences interviewing executives, I've learned that lip service about customer centricity and a truly customer-centric culture and strategy are two very different things.
What do you think? Do you work at a company with a CCO? Are you a CCO? Do you think the position is unnecessary?
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- CCO Council's Curtis Bingham: Critical Success Factors for the CCO
