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Conversations With the CCO

Home  »  Events  »  Conversations With the CCO  »  Turning Employees into Raving Customer Advocates

Turning Employees into Raving Customer Advocates

Presenter(s): Tammy McLeod
June 8, 2010  |  1:00 pm ET

Download or listen to the audio recording of this event here.

Download the flash video recording (audio + slides) of this event here.

How do you introduce an antiquated culture to the contemporary customer? As hard as we might try, we simply cannot create satisfied, intensely loyal customers without first changing our culture from one of indifference to intense customer care. How do you help employees become aware of how critical they are in delivering a stellar customer experience that drives loyalty and revenue?

In our next episode of the Conversations with the CCO, Tammy McLeod, the VP and Chief Customer Officer of Arizona Public Service Company (APS), will share with us how she has used hard data and soft skills to turn employees into raving customer advocates.

As you participate in this conversation, you will learn:

  • How such an unlikely organization as a public utility ended up with a Chief Customer Officer
  • The key steps to creating a customer-centric culture
  • Strategies to begin to turn the heads of employees to face the customers
  • How you can introduce employees to their customers, and plainly show them how their jobs impact each and every customer
  • Uses of hard data to bolster your case to the executive team
  • How to balance these hard data with soft skills that encourage and motivate people to strive for better customer results

Hosted by the Chief Customer Officer Council, Conversation with the CCO is a monthly conversation designed to shed light on what makes leading Chief Customer Officers successful and how you as a loyalty executive can do the same.

I would like to personally invite you to join us on June 8 @ 1pm ET for this conversation with Tammy McLeod so you can learn the best practices she's developed that can only help you shorten the time it takes for you to travel the same path.

I look forward to having you join us in learning from the experts.

To your success,
Curtis N. Bingham
Founder & Executive Director, Chief Customer Officer Council

Cost:  Free


"At SAVO, we are dedicated to our customers' success. We have organized our teams around it, developed programs to promote it, and we measure ourselves based on their success. I look forward to working with other members of the council to explore innovative ways to drive the imperative
of customer success to
the forefront of an
strategic initiatives."

Brian Study
SAVO Group