Has anyone formed a customer experience office?
A member on our LinkedIn group, Rob Urbanowicz, recently posted the following:
Has anyone formed a "Customer Experience Office"?? How would you describe your CX Office?
The entire company should be the Customer Experience Office. In other words, without a company wide imbibed culture of Customer Centred Culture, the existence of a single point/office of customer experience will have limited effect
Hi Rob, I'd like to bring your attention to a few articles here that might be of interest.
They're not specifically about creating a chief experience office but provide insight into creating the role of chief customer officer, so the first step along the path to the CE office:
Will 2013 be the year of the chief customer officer?
Super-powered CEM: Does your company need a chief customer officer?
How are chief customer officers impacting experiences?
Totally agree with you about the customer centered culture. But, for those companies that aren't there yet - do you see the customer experience office as the catalyst for change?
Sure, Rob. Assuming we see this as a type of Centre of Excellence with the leader reporting directly to the CEO. I also believe that the leader should not only be passionate about customer focus but should have strong skills as a change agent.
Customer Experience Office for a company that is very necessary, which allows customers to quickly understand your company culture and products, and feel the company culture and company capabilities from the heart, and more importantly, to attract customers.