One of the byproducts of the increase in customer-centric companies has been the expansion of the Chief Customer Officer. In 2003, fewer than twenty companies in the world employed a Chief Customer Officer (CCO), but by 2015 more than 1 in 10 Fortune 500 companies and over 1 in 5 Fortune 100 companies had instituted […]
In this age of uncertainty, one thing remains certain: Things are as tough and confusing for your customers as they are for you. Like you, they’re looking for an edge. They’re looking for a way to make things easier, to cut through the clutter, to do their jobs and stay in business, and maybe even […]
The art and science of customer service have become increasingly rare in American commerce. Any one of us can recount stories of poor—sometimes outrageously poor—customer service that not only left us frustrated but also engendered resentment toward the company that appeared to care so little about the customers who generate its profits.
Let’s review a fairly […]