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

measures what customers actually did (via their behaviors) versus what they say they are going to do (via surveys).

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

building your customer-driven growth engine,

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.

We will examine how many donors we lost compared with how many new donors we brought in, viewed against our existing base of donors. This will give us a net donor growth or decline metric.

driving growth by improving customers' lives.

Build a Customer Listening Path

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?

The connection between improved scores and improved growth