Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine

driving growth by improving customers' lives.

The power core can be the most influential in directing the silos and is one of the biggest determinants of how success, metrics, recognition, and company growth are defined.

Incremental growth had to come from existing customers by delivering an experience they would want to have again and tell others about.

And, most important, WHY? What did we do to grow or shrink this asset? Across the entire operation, not just in sales or service, but as a result of the overall experience delivered?

by segment of your customer base, how many customers did we lose, in whole numbers—in volume and value?

In each segment of your customer base, how many new customers were acquired, in whole numbers—in volume and value?

What would change in your company if every executive meeting started with “Did we earn the right to customer growth?”

identify the things our customers are talking about and if they love or hate them.

The connection between improved scores and improved growth