Council Meetings
CCO Council Quarterly Meeting
May 15-16, 2012
The theme for this meeting is “Pandemic Customer Focus.” Our teams epitomize customer centricity, yet there are many pockets within our companies that don’t. They aren’t customer focused because they don’t see the need, they aren’t sure of their impact on customers whom they’ve never seen, or perhaps they are waiting to see if “this too shall pass.” How do we drive this customer focus deeper into the organization so that it becomes not just endemic but pandemic? How can we make sure it “sticks”?
At our 2011 Summit Vicky Stennes of JetBlue gave an excellent definition of employee engagement, citing JetBlue’s vision of “inspiring crewmembers to use their discretionary energy in service to customers.” Jasmine Green of Nationwide also spoke of engaging employees, heart, mind, and soul. But before we can lay claim to discretionary energy or even the soul, we need to educate, focus, and motivate employees so that regardless of their energy level they understand and are working on things that truly matter to customers. What does it take to get all employees focused on customers, regardless of their title or function?
Helen Burt has seen highs and lows since she became CCO at PG&E in 2006. In 2007 PG&E ranked in the top decile for overall customer satisfaction, but after a series of incidents and events, customer satisfaction fell to historic lows and now she’s been tasked with creating and implementing an integrated, multi-touch strategy to regain customer satisfaction and trust.
We look forward to learning how Anne Bowman, Chief Customer Officer of Voxeo, has created a powerful customer focus and a company-wide obsession with customer success when she presents an element of her customer strategy for us to review and to learn from.
Tammy McLeod, Vice President and Chief Customer Officer of Arizona Public Service, will share a case study of her recent success in driving customer focus deeper into the parts of her organization; an effort that had significant, unexpected financial benefits while it also increased customer satisfaction. At the end of the day, employees are able to do the right jobs with less effort and hassle, with more satisfied customers as a result.
Sir Ken Robinson stated, “Creativity comes through the interaction of different disciplinary ways of seeing things.”
There is no other place where CCOs of different disciplines, experiences, and visions can gather and openly share with true peers their successes, failures, and challenges. Here you’ll learn what others have done before you, and most importantly, you’ll gain answers to your most urgent issues. You’ll walk away with a collection of new ideas, proven strategies, a handful of best practices, and new relationships to support your endeavors. I guarantee that the more you engage, the more you’ll gain that will ensure your success and increase your value to your organization, your CEO, and your customers.
In this age where customers demand superior service, access, and transparency, customer-centricity is the only sustainable source of competitive advantage. Let’s fuel this transformation by bringing everyone with us on the journey towards solid business performance.
I look forward to having you join us.
Event Agenda
Tuesday, May 15, 2012
Wednesday, May 16, 2012
| 9:00am ET |
Day Two
9:00 a.m. to 12:30 p.m.
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Presented by:
Curtis Bingham
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Cost: Free