From the course: Customer Insights and Consumer Analytics for Organizations: Concepts
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Executive level
From the course: Customer Insights and Consumer Analytics for Organizations: Concepts
Executive level
Becoming customer-centric means embracing a new way of thinking and a new approach to informing decisions. Finding the right balance between company needs and customer-facing needs is hard work and achieving it on an ongoing basis requires constant attention and constant calibration. However, this task can be achieved through strong leadership. Let's look at the executive level skills that are needed to ensure customer insights are truly put to work. To start, each organization needs to wrestle with the decision on how they are going to assign ownership for the role typically occupied by a CXO or a Chief Experience Officer. Now if you have a Chief Experience Officer already in place, then you are one step ahead of the game. That's not to say that this designated title is the only way to provide for this level of oversight. I have worked with some organizations that have done a great job at assigning that ownership and…
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