Giles BC606 CCO Presentation

Potential CCO(Chief Customer Officer) : 

Potential CCO(Chief Customer Officer) November 25, 2009

What does the CCO position do? : 

What does the CCO position do? A CCO position is expected to shape and contribute to the Company’s integrated business planning capabilities, leading a team and driving a business development, market share and strategic relationships and profitability, to enhance brand growth amongst loyal and potential new consumers. Responsibilities Requirements

My Background : 

My Background Education BBA in Accounting (2005) MBA in Finance (2009) Experience 9 years in Accounting/Finance 12 years collaborating with head of departments and consumers to ensure customer loyalty.

Customer Needs : 

Customer Needs To feel appreciated for purchasing a product. To speak with a “live” person when calling into the customer service line.

Values : 

Values Place a call a few weeks later to the customer to inquire about the satisfaction about purchasing a product and inquire about any needs or wants the customer would like. Contact with a live person. Offer a free service that would be in the best interest of the customer.

Implementation Strategy : 

Implementation Strategy Power Core for your Organization Customer Power Silos Product Information Technology / Finance Sales/Marketing

Customer Lifetime Value(CLV) : 

Customer Lifetime Value(CLV) [(Total Revenue) divided by (Number of small/medium businesses before defect)] = Average # of orders a customer places before defecting 4 days = Average time between orders [(Total Revenue) divided by (Number of purchases/leases)] = Average revenue per order [(Current Income Statement GPM)] = Gross Profit Margin (%) $P*(1+r%)^t-$P = Discount Rate

Accountability Report Design : 

Accountability Report Design

Goals : 

Goals Customer Leadership/Customer Listening Goal – Develop a group within the company that will focus only on customer wants, needs, ideas and complaints. The group will work closely with the Sales and Product Departments. Job Description – CCO will manage the new group and develop new ideas to ensure customer loyalty. Accountability & Taking Action Goal – Introduce Tutorials/Courses that will be mandatory to all employees within the company that will reinforce procedures within the company. Job Description – CCO will review with heads of the department to ensure policies are being followed.

Trust : 

Trust Trust is so critical in this process because customers give organizations their business with their hard earned money. By customers doing business with organizations, it is their way of saying they have trust within this particular company. If trust was every broken within an organization the impact could result in: Termination Bankruptcy Criminal charges Decrease in Revenue Decrease in Dividends Higher expenses Stocks removed from public trading Customers are what keep the organizations in business when there is no trust between the organization and their customers then there is no business.

Closing and Questions : 

Closing and Questions Thank the guests. Open Discussion where guest can question me on my ability and skills.