Chief Customer Officer Blog
Keynote Presentation: NACCM Customers 1st Conference, Nov 2009
Curtis Bingham and three Chief Customer Officer Council members were Keynote presenters at NACCM 2009: Customers 1st Conference, sponsored by Institute for International Research. The presentation was called: “The Ultimate in Customer Centricity: Chief Customer Officers Describe How Everyone Can Be A Loyalty Leader” The CCO Council Panelists were: Tammy McLeod, Chief Customer Officer, Arizona Public [...]Create the CCO Roadmap
Do you wish you had a roadmap that showed the way to customer success? Please join your fellow Chief Customer Officers on a webinar on July 30, 2009, at 4pm ET to create the first-ever CCO Roadmap to ensure YOUR success! The Chief Customer Officer role is new, and expectations are very high. Yet the role is [...]Oracle’s Jeb Dasteel Awarded 2009 Chief Customer Officer of the Year
FOR IMMEDIATE RELEASE Oracle’s Jeb Dasteel Awarded 2009 Chief Customer Officer of the Year Award Announcing the formation of the Chief Customer Officer Council LITTLETON, MASS., July 8, 2009 – Customer loyalty is the Holy Grail for many businesses, yet in most organizations, nobody is accountable for loyalty improvement in the [...]CCO Summit Registration Ends in 2 Days!
DON’T FORGET: the last day to register for the first-ever CCO Summit is in only two days: Wednesday, May 20! Are you spending less than 30% of your time on customer strategy? How many other Chief Customer Officers do you have in your contact list that you can ask for advice and guidance? Most Chief Customer Officers spend [...]Chrysler’s Customer Experience Efforts Backfire
Sometimes the brilliant efforts to gather customer insight simply backfire. Consider for a moment the experience of buying a car. Your feedback can make or break the dealership’s performance rating, and it is so important that many dealerships have resorted to cheesy gimmicks like, “If you had a perfect experience today, please fill out a [...]Major Updates to the CCO Summit Agenda!
There is no greater opportunity for you as a CCO than the upcoming Chief Customer Officer Summit scheduled for June 2-3, 2009. With the fantastic feedback I’ve received from the CCOs attending, I’ve drastically revamped the agenda to provide much more solid education, richer peer-to-peer dialogue, and greater opportunity to resolve your most important concerns and [...]Seeking CCOs for Customer 1st Conference Panel
I’m seeking Chief Customer Officers to participate on a panel that I’m moderating for the 2009 Customers 1st Conference taking place November 3-5 in Phoenix, AZ. If you are a Chief Customer Officer and want to join me and a select handful of your peers to discuss your successes as a CCO at [...]Don’t Miss the CCO Summit Early Registration Deadline March 31!
I would like to personally invite you to learn from and share with other Chief Customer Officers at the invitation-only Predictive Consulting CCOSummit on June 2-3, 2009, sponsored by Oracle. Don’t forget, if you register before March 31 you pay only $995, a $400 savings over the regular rate. This is a highly personal gathering of CCOs [...]Seeking Input on Customer Advisory Boards
I’m writing a section in my Customer Strategy book on advisory boards and have a couple of examples that are compelling, but dated. I’m looking for something equally insightful and more recent. What noteworthy (or profitable!) insights have you gleaned from executive or customer advisory boards that have influenced your strategic direction? Send me an email [...]Highlights of the 2009 CCO Study
Nearly 6 years ago when I first began to study the relatively unknown role of Chief Customer Officer (CCO), I found fewer than 20 in the world and I spent time with half of them, including Marissa Peterson of Sun Microsystems, Doug Allred of Cisco, and Jeff Lewis of Monster.com. The [...]Curtis N. Bingham's Page
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Interesting example of Southwest Airlines which has chosen not to get caught up in the product offering sophistication cycle. Some things are best when simplification is the focus! They exemplify successful customer experience innovation by really k…
The notion of aligning customer management priorities with evolving customer needs and expectations makes good sense to me. I have a white paper on my page on this site "CRM Prioritization Strategy" that leverages the good work of psychologist Abrah…
In a recent discussion on LinkedIn, Shaun Mooney said he thought the first step in Customer Loyalty is the product.
I think that the more appropriate statement is that the first step in the “transaction” is the product, and the first step to loyalt…
In a recent discussion on LinkedIn, Shaun Mooney said he thought the first step in Customer Loyalty is the product.
I think that the more appropriate statement is that the first step in the “transaction” is the product, and the first step to loyalt…
Profile Information
- Company
- Predictive Consulting Group, Inc
- Job Title:
- President
- About Your Passion for Customers:
- For more than 15 years I've helped companies dramatically increase customer acquisition, retention, and customer profitability. I'm the author of the forthcoming book published by HRD Press, The Key to Customer Strategy: The Rise of the Chief Customer Officer that describes how a consistent and unified customer strategy can grow revenue, profit, and loyalty. I've uncovered millions of dollars in hidden profits for companies like Intuit, Microsoft, Standard & Poor's, Cardinal Health, and numerous smaller businesses.
I've published the annual Executive-Level Customer Champions report covering companies such as Oracle, Sun, Disney and the Colorado Rockies that includes the roles, responsibilities, and best practices of CCOs around the world to increase customer loyalty and profitability
- Website:
- http://predictiveconsulting.com
Curtis N. Bingham's Blog
5 Steps of the Customer Loyalty Hierarchy
In a recent discussion on LinkedIn, Shaun Mooney said he thought the first step in Customer Loyalty is the product.
I think that the more appropriate statement is that the first step in the “transaction” is the product, and the first step to loyalty is the emotional connection created through the customer experience. Customers have a hierarchy of needs that extends from the core offer (ie. the basic product, or simplest service) to the emotional connection. The Model T was the core offer way ba… Continue
I think that the more appropriate statement is that the first step in the “transaction” is the product, and the first step to loyalty is the emotional connection created through the customer experience. Customers have a hierarchy of needs that extends from the core offer (ie. the basic product, or simplest service) to the emotional connection. The Model T was the core offer way ba… Continue
Posted on March 30, 2009 at 9:47am — 2 Comments
Comment Wall (1 comment)
- At 10:08am on February 19, 2009,
Brett LaDove said…
Welcome Curtis...good crossover networking (Twitter to blog to The Customer Care Network). You have quite a bit of flexibility with your page....you can drag things around, upload images, embed presentations, etc. You can check out my page for some suggestions.
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