The biggest C' in your company

Let me start by asking you a question. Who is responsible for customer experience in your organisation? Before you say the CEO...or everyone...think about it for a second. Who is absolutely 100%, unequivocally accountable for customer satisfaction? Who does the board challenge if customer satisfaction is down? Nearly every organisation has the same purpose and strategy -- to service a customer's need in the most effective way possible. So why do most organisations persist with not having anyone directly responsible for this? It's the equivalent of taking to the football field without a striker. Is it time you appointed a Chief Experience Officer (CXO)?

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