Council Members in the News
Sacramento Bee
by Oncor | Apr 4, 2012
"After much preparation to prove its capability, Oncor is launching a new interactive outage map in order to give customers what they've asked for – more information about power outages during storms." Read More
Inc. magazine
by April Joyner | Apr 3, 2012
"More and more companies are reconfiguring their C Suites to accommodate a new kind of chief: the chief of customers. The CCO has one key responsibility: to ensure that the customer is taken into consideration at all times, in all departments, and in all major decisions." Read More | Download PDF
Smart Planet
by Heather Clancy | Feb 6, 2012
"In late January, Accenture released a rather startling and unsettling statistic as part of its ongoing research into consumer expectations. It is simply this: a whopping 66 percent of consumers switched companies during 2011 as a result of poor customer service. Wireless carrier, cable companies and utility providers were particularly vulnerable to this behavior." Read More
Customer Strategist
Interviewed by Eric Krell | Summer 2011
Jasmine Green's disciplined, process-intensive approach to customer experience management at Nationwide could be patented. In fact, it has been: The proprietary customer information system whose design and development she oversaw received a patent. Yet, it is the human side of customer experience management that Green emphasizes most frequently. Read More
1to1 Magazine
by Mila d'Antonio | Dec 6, 2010
"What makes a good chief customer officer? It varies from company to company, but there are commonalities that exist across industries when it comes to bringing the customer perspective into the boardroom. Tammy McLeod, chief customer officer of Arizona Public Service Company, examines what constitutes a CCO, explains how to succeed in the role, and discusses her recent award by the Chief Customer Officer Council..." Read More
Think Customers: The 1to1 Blog
by Tom Hoffman | Mar 30, 2010
"Oracle Corp. Senior Vice President and Chief Customer Officer Jeb Dasteel discusses how the software giant goes about collecting, analyzing and acting on information it gathers from its customers.
Collecting, analyzing and acting upon customer information is fraught with a slew of process and technological challenges for most organizations..." Read More | Download PDF
US Infrastructure
by Tammy McLeod, Vice President and Chief Customer Officer for Arizona Public Service Company (APS)
"...Creating unlikely allies is one way a project, idea or concept can be elevated and gain wider acceptance. People stop and take note because they're thrown off guard by the combination of individuals or groups that are supporting the initiative. As we look forward to the development and implementation of a smart grid or any other major initiatives, it's a healthy idea to consider a list of unlikely allies... " Read More | Download PDF