There are quite several skills, attitudes and aptitudes that can be helpful for a CCO to have. What is required for a particular job may vary depending on the organization and the industry. Below are some characteristics that any CCO will find necessary to perform their job effectively:
Being absolutely committed to understanding the mindset of your customers and their success. If you want to succeed as CCO you need to really listen to your customers and act on their feedback. Rachel Hamlen, Head of Customer Experience at Fairvine Super, advises, “The ability to truly listen to customers and empathise with them is critical. Quite often what customers ask you or tell you is not what they’re really asking. So, the answers you provide are not answering what they’re asking you deep down. As an example, someone might ask us a question like “who is backing you?” but what they are actually asking is ‘Is my money safe?’” It’s a subtle difference but having a customer mindset gives you the opportunity to go into more detail and really communicate.”
If you want to succeed as CCO you need to really listen to your customers and act on their feedback.
The ability to collaborate with different teams and leaders in the organisatiom. CCO’s need to work with various teams and leaders as well as gain buy-in and support from other executives for their initiatives. Often the CCO and their team need to train and educate the rest of the organisation on the merits of adopting a customer-centric mindset.
Collaboration also require empathy and the ability to see something from someone else’s point of view. Not only should be able to take on board customer feedback the CCO needs to open and respond to feedback from teams and leaders within the organisation.
Strong problem solving and change management skills are highly desirable. CCOs are often employed to help take a company through a period of substantial change. Being able to manage major transformations can be a vital requirement for the job.
Create great employee experiences. According to Jo Kelly, CCO for Good2Give, No matter what strategies, technology or new processes you implement, nothing matters if your employees are unhappy and discouraged. She says, “If you’ve got dissatisfied staff or morale is low, it shows in every single customer interaction. You can hear it people’s voices and you can see it in their behaviour and body language – you see this in all organisations and it’s often the first sign that something isn’t working as well as it should. A big focus for us is to remove basic pain points in our business that are frustrating our employees and allow them to have more time and energy to improve the customer experience”.
The above list is not exhaustive, but it does cover some of the most important aspects of the job.
The role of the CCO will continue to evolve and grow as customer expectations continue to change and companies try to compete on customer centricity.