This is the second of two articles that discuss how to hire a Chief Customer Officer. The first article focused on understanding the needs of the company – i.e. where are your business today, where do you want to be tomorrow and how fast do you want to get there. This article focuses on the individual – i.e. what type of profile should your company be hiring based on the needs that you have defined...
Talecco conducted extensive research in the first quarter of 2017 with the aim of identifying how companies are reacting to the challenge of becoming more customer-led. This research is the first of a number of planned activities that will help define and describe the rapidly changing landscape of the Chief Customer Officer and customer-led thinking.
This particular research piece focused on the individuals that are being appointed as CCOs and the companies that hired them. We aimed to identify:
- What sort of businesses are hiring CCOs?
- What types of people are becoming CCOs?
- What are the requirements of a CCO in terms of core skills and abilities?
The aim of this research is to help those who are:
- Thinking about hiring a CCO
- Considering what the benefits of such a hire might be
- Trying to understand where customer thinking might fit into their business
- More broadly interested in how successful businesses are changing
At a recent Comotion breakfast briefing in the Shard, Carol Savage looked at various aspects of how technology was changing brand/customer interactions and was keen to create a discussion about three key questions:
- How does technology change how customers behave?
- How does technology change customer expectations?
- How should companies react?