‘Customer Experience’ Roles Gaining Popularity

Over the past six years, Canadian and US companies have appointed a single executive to lead customer experience efforts across a business unit or the entire company, according to a new report by Forrester Research. Most customer experience leaders sit at high levels of power at businesses across a diverse range of industries, Forrester finds.

Titles used include: “chief customer officer (CCO),” “chief client officer,” and “chief experience officer.” I prefer the title “customer engagement officer” which is outcome based.

BMW Marketing Presentation

Chief Marketing Officer Points of Focus for 2012

Consider this check list:
1) Enhance your value proposition.
2) Listen to customers in new and creative ways.
3) Aggressively identify and pursue new opportunities for growth.
4) Create stronger relationships with key customers, suppliers and channel partnerships.
5) Capitalize on emerging markets.
6) Segment your customer base to focus more efforts on the most profitable target market. Don’t try to be everything to everyone.
7) Create quality content online – don’t sell, inform.
8) Increase your online marketing budget, especially social media.
9) Tap into mobile marketing as it grows.
10) Create targeted, local marketing campaigns.
11) Create greater perceived value by co-marketing with businesses that complement your services.

Love this ad…….