chief customer officer (CCO)

A chief customer officer, or customer experience officer, is generally responsible for customer research, communicating with company employees and taking charge of customer experience metrics. The position typically reports one level below the chief executive officer (CEO) and answers to the head of marketing or a business unit that reports directly to the CEO.

What is a chief customer officer (CCO)?

A chief customer officer, or customer experience officer, is generally responsible for customer research, communicating with company employees and taking charge of customer experience metrics. The position typically reports one level below the chief executive officer (CEO) and answers to the head of marketing or a business unit that reports directly to the CEO.

The role of the chief customer officer differs from company to company – in some companies the chief customer officer is in charge of customer complaints, while in others the role is more operational and the chief customer officer works directly with the customer service department. Many chief customer officers are put in place to head up their organizations "voice of the customer" initiatives.

CCO also stands for chief compliance officer.

Learn More About IT:
> Learn what qualities a chief customer officer should have.
> Listen to a podcast on the chief customer officer role.
> Visit Chief Customer Officer.com

This was first published in October 2009

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