CCO Council Blog

What Do We Know?

Christopher Benoit — Wed, 04 Jan 2012 14:46:00 -0400

Curtis and I were in the office discussing our approach to strategy planning for 2012. Like everyone else, we often feel overwhelmed by the “Whirlwind” and a regular exercise for us is evaluating what we’re doing, what we think we should be doing, and what we probably should stop doing. I’d like to think it’s a continuous improvement process; certainly it’s continuous!

When Curtis touched, once again, upon the question of future activities, he made the observation that it’s so often difficult to tell what’s working; i.e., which activities are yielding acceptable – let alone optimum – ROI. I expressed my agreement, citing findings from HBR’s September 2011 article, Learning to Live with Complexity. To quote authors Gökçe Sargut and Rita Gunther McGrath, “In a complex system, the same starting conditions can produce different outcomes, depending on the interactions of the elements in the system”, which interactions, by the way, “are acting continuously and unpredictably”.

Sound familiar? Business, technology, the interrelationships between people and systems today are nothing if not complex.

I made my final point to Curtis, by asking the (I thought, rhetorical) question, “What do we know? How, within the complexity of variables and parameters we are (all) operating under, can we gain any comfort from thinking, let alone acting as if, we know what we’re doing?”

Curtis’s response caught me by surprise.

“That’s a great question! What do we know?”

He immediately hopped up, went to the whiteboard, and wrote the heading, What Do We Know at the top center. For “ideas” people like Curtis and me, the next two hours of brainstorming were gratifying in and of themselves. But beyond that, we ultimately were able to distill a list of “facts”; i.e., knowledge that Curtis and the business had gained from their experiences over time, many of which could be and had been repeated to yield specific outcomes. We started out looking for “buttons we could push” to achieve desired results and ended up with a set of clear guidelines to determine, and filters to evaluate, our future activities. It gave our strategy planning a shot in the arm.

Turns out, we “know” a lot. At least, we know enough to move forward with the confidence that even if some of our activities don’t produce the results we’re after, we’re undertaking the “most likely to succeed” of the seemingly limitless options we face every day. A bonus is the satisfaction of believing we’re capitalizing on the value of our time by applying it as productively as we know how.

You and your organization probably know more than you think you do. When was the last time you examined what you know, as a means of clarifying your future direction and focusing your future activity? None of us lacks for experiences, especially in today’s business environment where we’re all doing so much more with so much less. But unless we set aside the time to distill and organize from those experiences “what we know” – for ourselves and our organizations – we could be, at best, blindly applying the knowledge of others that we hope will prove beneficial but without a sense of confidence that our direction is grounded in experience, and at worst, wasting our valuable time.

Flying With Sean Tucker

Curtis Bingham — Fri, 14 Oct 2011 10:00:00 -0400

Some years ago, Raytheon CEO Bill Swanson wrote a booklet of 33 short leadership observations called Swanson's Unwritten Rules of Management. I could go on and on about the knowledge packed in this small booklet, but one of my favorite "rules" is number 32. - A person who is nice to you but rude to the waiter, or to others, is not a nice person. (This rule never fails). There is a great deal of wisdom in that rule and I've always thought that you can tell a lot about someone's character by how they treat subordinates and especially children. And sometimes you meet truly great people who are an inspiration to all.

Council member Jeb Dasteel forwarded to me this video showing Sean Tucker's interaction with a youth with cerebral palsy and you can clearly tell the caliber of man he is by watching the video. We're pleased to welcome Sean Tucker as our special guest speaker to our 2011 CCO Summit.

Sean is a National Aviation Hall of Fame inductee and aerobatic pilot for Team Oracle, he is the only civilian performer ever to be allowed to fly close formation with the Blue Angels and the Thunderbirds. Tucker has flown more than 1,000 performances at more than 425 airshows, in front of more than 80 million spectators. At the Summit, he will share his view of leadership, passion, and thrill.

In addition to Sean's inspiration, we've got other great speakers from JetBlue, Nationwide, Oracle, and more. There are a huge number of best practices waiting for you! Can you afford to miss it? We look forward to having you join the conversation!

Dear Customers…We Hate You! Sincerely, Netflix

Curtis Bingham — Fri, 07 Oct 2011 09:52:00 -0400

Once upon a time, Netflix was an innovator and a giant slayer. They offered a great product, enormous selection and a unique delivery system for DVDs. By allowing customers to rent DVDs online and have them mailed to them, they put Blockbuster and video stores in general, out of business. Next, Netflix wowed customers by offering a selection of movies to stream online via the same account. No hidden fees, problems were addressed early and customers were loyal and excited about the product.

They were once a company that “got it right” with their customers, but in the last three months, they have managed to squash 7 years of good will with some bad decisions that were poorly executed by the company.

I do a great deal of writing about companies and Chief Customer Officers that get it right, creating superb customer experiences that drive loyalty which in turn drives revenue and profits. While this can be instructive on how to be successful, sometimes it’s better to know what NOT to do to avoid complete and utter catastrophe. Netflix is a study in both extremes, and whether or not it survives its own blunders time may only tell.

Paying the Price

Early last summer Netflix announced a price increase…not just any price increase, but one that raised rates as much as 60% depending on the plan a customer was subscribed to. The reaction was immediate and pervasive. Angry customers blogged, tweeted, Facebooked and used every communication vehicle they could find to voice their disgust. Netflix was silent. After a short period of being ignored, the customers did what dissatisfied customers always do: they voted with their feet and left Netflix in droves. Still Netflix did nothing.

Customers are never fans of unjustified price increases. Netflix showed a complete disregard for their customer base when increasing the price of the service without a justifiable increase in value. Price increases of this magnitude force customers to reevaluate decisions that used to be automatic. They used to happily pay their bill every month and now they were determining if it was worth the price. Many decided it was not.

Splitsville

Months later, CEO Reed Hastings came out with an apology, but it was several months overdue and it included a new bombshell: instead of the traditional online and DVD service found in the same convenient site, he was splitting the company into two entities. Netflix would only stream video and Qwikster would continue in the spirit of Netflix’s original intent of DVD rentals. Neither site will communicate with each other, so you will have to have separate queues for your movies and your credit card will be charged twice by two different companies. Wait…what? So, he is sorry for the price hike, but the price hike remains AND he is taking the most convenient part of his service and making it considerably more complicated? How does this make things right for the customer? Does this sound like a company that cares about customers?

Companies are in business to create value for customers. The price they charge is derived from the value provided. When the value erodes, the price can’t be expected to remain the same or even increase without a backlash. In 3 months, Netflix managed to destroy their service value and instituted a price increase. Netflix is paying for these blunders both in a dropping stock price and in reduced Wall Street guidance as they lower customer acquisition expectations for Q4.

Make It Right

Where is the customer in all of this? Leaving, but it doesn’t have to be that way.

Netflix could institute some changes to quickly bring departed customers back and save face with current disgruntled customers. How? By taking it all back. Clearly, they have a strategic direction to split the company into two entities so they can pursue different customer segments. Not all people who stream videos also watch DVDs and vice versa. However, they can make the two services talk to each other to maintain consistent history, ratings, and recommendations. They could also go back to a single charge for those who use both services. Small changes, but they reflect the biggest issues customers have with splitting the services up.

The largest gesture Netflix can make is to own their pricing miscalculation. Reed Hastings belatedly apologized for the mistake and admitted it was quite a gaff, but he didn’t make it right. Take action and correct the pricing scheme. Grandfather current customers and make it an offer to those that left that they can return for their pre-June pricing plans. It would energize the customer base, regain a percentage of lost customers and it would be a positive PR boost to a company that desperately needs one.

Will Netflix do this? Sadly, no. They have stated publicly that they won’t recover the customers they lost. Instead, they are rolling out announcements regarding new content agreements to justify their price hike. This just increases the customer disconnect and will make them only too happy to jump on a number of very promising competing services such as Amazon and Apple that have gladly stepped into the breech.

John Woods said “The purpose of a business is to create a mutually beneficial relationship between itself and those that it serves. When it does that well, it will be around tomorrow to do it some more.” Will Netflix be around tomorrow? It is too early to tell. However the prognosis is not good.

Is it Time to Consider a Chief Customer Officer?

Curtis Bingham — Wed, 05 Oct 2011 09:44:00 -0400

Chief Customer Officer: is this a job title you have at your organization? No? Well, it might be time to consider one. More and more companies are, or need to be thinking about their customers’ experience and how to manage it. Adding a Chief Customer Officer is certainly a big step forward in making that a reality. Curtis Bingham, executive director of the Chief Customer Officer Council, recently hosted a podcast covering this topic with Kelly Hushin, Online Content Manager for WBR.

The CCO role has evolved over the years from a Chief Customer Service Officer to a Chief Customer Strategy Officer. There are two basic definitions of the role today. First, they must be viewed as the ultimate customer authority for not just their division, but also throughout the entire company. The second is that they must drive customer strategy at the highest levels of their company. They must have the credibility and authority to make changes for and on behalf of the customer, no matter where that customer may be interacting with the company. The Chief Customer Officer should have three main goals: to drive profitable customer behavior, to create a customer-centric culture, and to drive customer and corporate strategy into the C-suite and then throughout the company.

One might ask why a CCO is needed when a company is theoretically dedicated to its customers already. But according to my experience, it’s a position that companies have always needed, but may not have realized until now. One of the Chief Customer Officer’s most important roles is to put a human and personal touch on an often cold and impersonal entity that is the company.

The Chief Customer Officer Council recently did some research that looked at the CCO effectiveness, pulling from a pool of about 200 enterprise companies with CCOs in their role for at least two years. They found that, overall, 67% of the companies that had hired a CCO saw positive fiscal results during the tenure of the CCO. From this data it’s very clear that the Chief Customer Officer generates quantifiable business results, and is an incredible asset to the company.

Is the Chief Customer Officer just a passing fad? The answer is no. In the same way that a company that is doing very well financially wouldn’t dream of getting rid of their Chief Financial Officer, the CCO is a needed aspect of the company. The CFO is there to help the company stay focused on fiscally responsible strategies. The same thing applies to CCOs. Just because a company has a handful of customers that are happy and satisfied, doesn’t mean that the company doesn’t need a CCO. The Chief Customer Officer is there to help everyone in the organization maintain a singular focus on the customer.

Don’t just take my word for it. Listen to the podcast and decide for yourself!

Three Types of CCO Authority

Curtis Bingham — Tue, 04 Oct 2011 11:31:00 -0400

Authority is the currency of the C-Suite. I’m not talking about the chest-beating, testosterone-laden, “hear me roar” type of authority. Instead I’m speaking of the “Our customer has a problem, let’s everyone work together to resolve it and make more money in doing so” type of authority. Most chief customer officers or similarly titled loyalty executives do not own all customer-facing personnel and therefore must lead by influence to effectively resolve customer issues or enhance the end-to-end customer experience and ultimately, increase revenue and profits.

Even as a direct CEO report, the chief customer officer or other loyalty executive may be challenged to obtain the authority needed to get the job done. There are three types of authority for the CCO: borrowed authority, positional authority and earned authority.

Every CCO or loyalty executive has some Positional authority derived from the position and title they hold within the organizational hierarchy. CCOs relying upon positional authority may own many if not all customer-facing personnel such as service, support, consulting, and sometimes marketing and sales. Using positional authority the CCO can point to his or her direct reports and say, “make it so” in order to address customer issues. Beyond the initial bump in influence when the CCO catches people’s attention as something new and unexpected in the organization, this form of authority tends to be static and may not carry the weight of either borrowed or earned authority. Borrowed authority is gained through the strong, vocal, and very visible support of the CEO. The more prominently the CEO advocates for the CCO and reinforces customer-centric imperatives, the stronger the halo-effect and the greater the influence the CCO has over the organization. Borrowed authority is strong in the early days of a CCO’s appointment but tends to wane as the attention of the CEO turns to other initiatives. Earned authority occurs when CCO led initiatives are seen to be successful both internally and externally. Authority is earned as the CCO leads peers, executives, and employees to recognize how customer insight and centricity can be valuable aids in achieving their own business, department, and personal goals.

Many CCOs begin with positional authority and borrow heavily additional authority from the CEO. The most effective CCOs with the longest tenure are those who quickly earn their own authority. Ultimately, such earned authority can eclipse both positional and borrowed authority in power and value. Earned authority is the strongest and most sustainable type of authority, enhancing both positional and borrowed authority as it increases.

How can a CCO effectively earn greater authority within the organization? There are three ways to do so:

1. Own actionable customer insight
2. Develop strong relationships with management, peers, employees, and customers
3. Demonstrate quantifiable results tied to revenue and profitability

The 2011 CCO Council Summit to be held on October 18-19 in NYC is entirely focused on accelerating the development of this earned authority. Regardless of whether you are new to the role or very experienced, you owe it to yourself to attend! It isn’t too late—click here to register.

Note: This article is excerpted from the Bingham Advisory, a ground breaking publication designed to define and clarify the role of the chief customer officer in today's global business fabric. Authored by Curtis Bingham, the worldwide expert on CCOs, The Bingham Advisory is scheduled to launch at the 2011 CCO Annual Summit and will enlighten, instruct and drive important conversations for the valuable role of the CCO.

How Many Moles Have You Whacked Today?

Curtis Bingham — Fri, 30 Sep 2011 16:17:00 -0400

Do you remember the old “Whac-a-Mole” game? During my childhood we’d go to the arcade, pick up the oversized, soft, rubber mallet and whack plastic moles that would pop up at random from five holes in a waist-level cabinet. Every mole successfully whacked was worth 10 points, and we’d work ourselves into frenzy, whacking moles as fast as we could before time ran out. The app is available for the iPhone and Android devices, and there is even a $28,000 executive Whac-a-Mole cabinet complete with moles made in the likeness of friends, family, or co-workers and liquor and glass storage.

How many moles have you whacked today? As executives, we want to keep our organizations humming along smoothly and efficiently, correcting and preventing mistakes wherever they pop up. We pride ourselves on being able to identify and resolve problems or quickly root out inefficiencies. We sometimes are frustrated at employees that don’t take initiative, for whom it seems we have to spell out everything. Bass & Avolio wrote about these employees, characterizing them as a “workforce of risk avoiders and individuals who work merely to standards using ‘traditional methods.’” Got a few of those?

Here’s something that may surprise you. These followers “avoid attempts to innovate because they risk making mistakes and receiving negative reactions from their leader[s].” Could it be that the problem is not the employees….but you?

Bass & Avolio describe the leaders as having a “Management by Exception” transactional leadership style characterized as monitors who detect mistakes and are on the lookout for variances from standards. They are extremely reactive and take corrective action when errors occur. While at times this style may be necessary, it creates a “zero-defects mentality at all costs [that] can handicap willingness to take calculated risks to do what is needed.”

Some time ago I used a quote in my signature: “If you aren’t part of the solution, you are part of the precipitate.” See what I did there? Are you part of the solution? Or are you part of the sludge that is holding your organization back, stifling creativity and preventing innovation? Maybe that executive Whac-a-Mole cabinet should be taken out of the office.

At the 3^rd Annual Chief Customer Officer Summit [INSERT LINK TO AGENDA HERE] we’re going to be talking about accelerating leadership, and specifically about how you can go about becoming the leader that everyone respects and is excited to follow. If you are the senior-most customer-facing executive in your company, can you afford not to miss this event?

I’m going to be talking a lot about leadership and authority in the coming months. I look forward to having you join in the conversation.

Customer Complaints are a Gift

Curtis Bingham — Tue, 27 Sep 2011 10:15:00 -0400

In my mailbox today I found a fantastic personal story from my good friend, Jeff, about how treating a customer complaint as a gift ended up winning back a customer, and saving the company money. I’ll let Jeff tell the story in his words:

“I drink Coca-Cola each day and I have my favorite Sunoco gas station where I go to get a fountain drink. The Sunoco station was out of the soda I like so I went to the nearby Mobile station, which is the only other nearby source for fountain drinks. I don't like the soda here because the syrup mixture is way to strong for me. As I entered, I mentioned to the manager that the mixture of syrup at his store is awfully strong. He said he would look into it.

This morning he told me that he’d mentioned to the vendor that a customer had brought an issue to his attention and asked them to take a look at it. I was surprised as in my experience most people forget about the customer issue or blow off the customer and go about their daily business. The service rep discovered that the syrup mixture was double what it should be! In the back of the room, the machine pumps a specific amount of water & syrup into the tubes connected to the dispenser. The mixture had been very wrong for quite some time, costing the company double what it should have in syrup consumed. What’s more, the nozzle had to be replaced because it was getting all "gunked up", also costing the vendor in repair and replacement costs. When asked by the service rep, the manager of the Mobil station said, "the customer 'gets it'. He knows what the product is supposed to taste like."

I thought to myself, "how often to we ask our customers what they want or what the product "tastes" like? Or how often do they listen to a customer’s complaint or recommendation? How many customers went elsewhere because of this problem? This manager listened and reported back to me on my initial comment. I felt great that I had been heard. I felt I had a better relationship with the store manager, and with the store that I had shunned in the past. I’ll be going back.”

A simple, but powerful lesson: customer feedback is a gift. Listening to customers not only helps us better serve them, but can often save us money. How well are you listening to customers? How easy do you make it for customers to contact you to voice their concerns? How do you close the loop with customers, letting them know they’ve been heard? How do you thank them for their feedback? The next customer complaint you field might just mean a customer saved.

How can you make everyone care personally about customers?

Curtis Bingham — Fri, 23 Sep 2011 17:21:00 -0400

What are you doing to create customer centricity at all levels?

I was asked by the CCO of a mid-size B2C company what kind of things best-in-class companies are doing to inculcate customer centricity at all levels. What are you doing to help each employee move beyond the "yeah, customers are great, the company should treat them better" mode to that of, "Gee, here's something <I> can do for customers!" How can you expose employees to customers and make their impact on customers well-understood and intensely personal?

Here are some examples, what would you add?
1.) Ride the Trucks
New hires at UPS, no matter the level, all have to ride the trucks for a period of time to understand the core of the business: on-time delivery.

2.) Fly the Route
Former Jet Blue CEO David Neelman used to ride the planes, handing out snacks to the customers, and hanging in the galley talking to flight attendants

3.) Engineer for the Day
A vendor brought in a frustrated customer to present critical product to a team of engineers who then spend the full day brainstorming and solving customer issues. A win for all: engineers got facetime with the customer who in turn got their issues resolved.

4.) Mystery Shoppers
Employees shop the company's own website, evaluating the customer experience from first impression to taking delivery, opening, and inspecting the product

5.) Sharing Verbatims
Simple enough, but rarely done: share verbatim comments from loyalty and other customer surveys with all employees so they get a feel for what customers really think

6.) Guest Customers
Invite customers in to present to employees the ways in which they are using software, hardware, or other products. Ensure they include positives, negatives, ways to improve, and especially ways in which competitors are doing better

7.) Product or service “proving grounds"
LL Bean invites outdoor guides to a special weekend escape where they try out new products and give focused and even harsh feedback.

8.) Social Media Monitors
Have employees monitor social media, discussion boards, and user communities. Sometimes the unvarnished truth comes out when people feel they are anonymous, or when they feel they have the microphone!

9.) Identify the "Mayors"
Who are the lead users, thought leaders, or other most influential people within the customer base? A public utility identified some of the most influential people in the community and political circles and reached out to them to show how they had overcome a serious misstep that had customers and politicians in an uproar.

What would you add to the mix? What have you seen that would make a difference?

CCO Council's 2011 Annual Summit Featured Speaker - Jasmine Green

Curtis Bingham — Fri, 23 Sep 2011 10:04:00 -0400

This week's featured Summit speaker is council member, Jasmine Green, Vice President & Chief Customer Advocate of Nationwide, who will be leading a discussion on creating a customer focused culture for Nationwide.

How do you transform the behaviors of 32,000 people to become a truly customer centric organization? Through engagement, empowerment, and accountability. Beginning with a rich cultural heritage and significant executive support, Jasmine Green quickly earned her own authority as she earned the respect of the employees. Learn how Green has created a culture of excitement around serving customers as she¹s worked with executives, business leaders, and front-line employees to "do the right thing" for customers.

Watch my two minute video on the Summit and Jasmine's contribution.

Annual Summit Testimonial from Peter Quinn

Curtis Bingham — Thu, 15 Sep 2011 19:03:00 -0400

The CCO Council 2011 Annual Summit is almost upon us and what better way to learn about its value than through testimonials from our members! In the first of a series of testimonials, Peter Quinn, CCO of Lawson explains some key takeways from the 2010 Summit.

The CCO Council Annual Summit is the only place where CCOs can gather and openly share with true peers their successes, failures, and challenges. Here you¹ll learn what others have done before, and most importantly, gain answers to your most urgent issues. You¹ll walk away with a collection of new ideas, proven strategies, a handful of best practices, and new relationships to support your endeavors. I guarantee that the more you engage, the more you¹ll gain that will help ensure your success and increase your value to your organization, your CEO, and your customers.

In this age where customers demand superior service, access, and transparency, customer-centricity is the only sustainable source of competitive advantage. Let¹s fuel this transformation by bringing everyone with us on the journey towards solid business performance.

To view the full agenda and to register, visit our website, call Christopher Benoit at (978) 226-8681.