Listening to your customers is about more than building relationships, providing great service and ensuring the path to success; the powerful voice of the customer can also reveal a lot of insight and wisdom.
Placing customer interests at the center of your strategic plan is wise, but that doesn’t necessarily make it easy. Meeting customer expectations requires a full understanding their needs – and that is not possible unless you have one or more dedicated people who truly want to hear from customers and work with them to advance their objectives. As I found out in my conversation with Rose Lee of Determine, that’s precisely what a Chief Customer Officer does. And a whole lot more.