The Chief Customer Officer's First 90 Days

March 21st, 2011

Paul Hagen

With contributors:

Allison Stone , Harley Manning

Summary

Increasingly, companies appoint a chief customer officer (CCO) to lead the company in orchestrating a differentiated customer experience. But these senior executives must often navigate uncharted waters. Of those CCOs we recently studied, 55% have one year or less on the job and most are the first to hold this position within their company. To avoid becoming a dumping ground for pent-up tactical problems, CCOs need to keep focused at the strategic level. During their first 90 days, new CCOs should assess the state of their customer experience foundation, plan and prioritize strategic activities, and build their team's internal brand.

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