Customer experience leaders make lots of presentations to describe the customer perspective. Storytelling may not be in their job description, but if their goal is to compel an audience to take action, it’s highly effective.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Voice-of-the-Customer-CX-Leaders-Need-to-Become-Customer-Storytellers-123281.aspx/
In the U.K, the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. The average tenure also lengthened from 23 months in 2009 to 34.5 months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.
Recently, I was talking to a client who had been approached about moving from one area of her business to another. The proposed role was as Head of CX. Although she came from a customer facing sales environment, she sought guidance on how she might hit the ground running if she decided to take up this new role. She was concerned that inevitably there would be pressure on her to deliver results quickly and make an impact, despite not having previous experience of the role at this level.
https://customerthink.com/making-an-impact-on-the-customer-experience-in-the-first-90-days/
CX professionals may not like to admit it, but one of the benefits of a low customer satisfaction score is plenty of room for improvement and potential easy wins. But what do you do if your customer satisfaction is already high?
For Shaun Wilton, Deb Heaphy and the rest of the CX team at Carsales.com, being at the top of their game is no reason to rest on their laurels. Working with technology from Zendesk, the team has dug deeper into customer insights to create a voice-of-customer (VoC) approach that seeks to deliver the best outcome for customers in all instants.
https://www.cmo.com.au/article/634161/how-carsales-lifted-its-cx-game-through-fresh-voice-customer-program/
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