Chapter 9Establishing and Filling the Chief Customer Officer Role
Assembled here are resources to assist executives and candidates prepare your organization as you consider establishing a customer leadership executive role (Chief Customer Officer, Vice President of Customer Experience, etc.) role. I also invite recruiters whose phone calls I have welcomed with increasing frequency over the years to use these resources to frame this important role for their clients. These resources are framed into three sections.
The first section offers resources for assessing organizational readiness for the role. Two sets of research/audit questions are included. ...
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