Customer-centric businesses are 60% more profitable than those who don’t focus on the customer, according to research by Deloitte. If we go back to basics, it is the customer who ultimately determines a business’ success; so why wouldn’t they be central to everything that a business does?
Customer experience has never been more important – the always-on customer has information and choices at their fingertips and wants everything now. But who manages this within your organization? Is customer experience spread across silos within your business, all working separately and to different goals? If so, you might need fresh leadership from a marketing executive search.
If this sounds like your business, it’s time to change. A Chief Customer Experience Officer executive search (CCEO) is essential to drive your business forward, and here’s why:
A Satisfied Customer Buys More
Research states that loyal customers spend 13% more during each transaction (Source: Forrester Research). Giving your customers the products, services, and experiences they want from your brand makes them happy, engaged, and most importantly keeps them coming back.
Whilst your CCEO is there to understand your customers and give them the best experience possible, ultimately you want to see what your investment in them is delivering.
Their efforts around the customer experience will enable better capture of data, which provides you with actionable insight to drive customer behaviors. Data driven marketing supported by experienced marketing analytics staffing is completely measurable; resulting in a better ROI of your marketing spend, and ultimately growing your profit.
Does Your Business Need a Chief Customer Officer Executive Search?
Video from Brad Cleveland
Maintaining the All-Important Customer Experience
Customer experience is not just customer service, but is about giving customers a consistent experience across all touch points; whether they’re on your app, on-premise, or online; your brand should act and feel the same. A well-targeted marketing executive search will manage the experience across the entire customer journey and post-purchase; minimizing customer effort and making processes and journeys more streamlined. Their commitment to reinforcing and maintaining a culture of customer-centricity through training and monitoring ensures that all staff are always focused on the customer.
Giving Your Customer Representation at the Executive Table
The sole purpose of the CCEO is to stand up for your customers’ best interests. They will be listening to customers across all channels from overseeing social media staffing , to monitoring reviews, through to call listening or premise visits; seeking feedback; and understanding consumer behavioral trends. From this, they not only anticipate needs but will also surprise and delight customers by giving them what they want (or didn’t even know they wanted). Showing customers you understand them is a major factor in building loyalty.
Driving Results with Data-Driven Decisions
Customer experience should be driven by data. Ensuring that the data you collect adds value to your customer proposition, the CCEO will work across teams to draw out the data that allows you to better understand customers and ultimately drive the desired behaviors. Your CCEO wants to know how customers interact and engage with your brand (what works and what doesn’t), and will share this across the organisation so that you can better spend budgets on the channels and campaigns that work. Data-driven marketing is measurable, so they’ll be able to show you the ROI of every pound invested.