Customer centricity & Chief Customer Officers

In the recent times, we have started to see a lot of organizations pay a lot more attention to their customers and have inducted Chief Customer Officers into their C-Suite. The rationale being that organizations need to be much more customer centric and need to understand their customers better and having someone responsible for this will go a long way in creating the necessary f0cus within the organization to achieve great customer service. However, in my opinion, having a Chief Customer Officer in place does more harm than good! Listening to customer’s and acting on it becomes someone else’s responsibility […]