The C-suite is getting pretty full these days. You’ve got your CEO, of course, and then your CFO, COO, CTO, and probably a CIO. Maybe even a CISO, depending on your industry. But chances are there’s a key seat at the table remaining empty: one for the CCO.
What’s a CCO, you ask? It stands for “chief customer officer,” and if you don’t have one, don’t worry; you’re not alone. As of 2015, a mere 22 percent of Fortune 100 companies reported having a CCO on staff, and just 10 percent of Fortune 500 companies could say the same.
A CCO acts as an advocate for the customer – he or she isn’t just in charge of providing good service once a problem has emerged; they are the voice of the customer within a company. A CCO tracks customers’ journeys and maps each interaction they have with the brand. Having an executive whose sole purpose is to develop relationships with customers and advocate for them helps brands positively shape product development, influence marketing campaigns that will appeal to the target audience, and provide solutions to incidents before customers even noticed a problem.
Read the full article here on Business2Community here.