By Curtis Bingham

In this seventh and final video on critical success factors for chief customer officers and senior loyalty executives, I explain how CCOs must earn and use their authority to positively and effectively influence organizations to become customer centric.

By Curtis Bingham

In this sixth of seven videos on critical success factors for chief customer officers and senior loyalty executives, I make the argument for tying compensation directly to customer centricity objectives in order to cement their priority within the organization.

By Curtis Bingham

In this fifth of seven videos on critical success factors for chief customer officers and senior loyalty executives, I urge CCOs not to "go it alone", but to enlist and leverage allies across the organization to embed customer centricity successfully.

By Curtis Bingham

In this fourth of seven videos on critical success factors for chief customer officers and senior loyalty executives, I explain why metrics tied to profits and revenue growth are so important.

By Christopher Benoit

Here's one powerful way to leverage customers you don't want in order to preserve the ones you do: pre-empt their drama using social media.

This news segment from Austin TX television station KXAN highlights the reaction of a woman who was asked to leave the Alamo Drafthouse Cinema for texting. And no, she was not happy about it.

KXAN does a fine job balancing the drama with the anti-drama; what the Alamo is very skillfully doing to (and about) public offenders with what the Alamo is doing for its prized customers. As one YouTube commenter writes, “What you don't understand is that it’s better for a company to remove one obnoxious, rude, and disrespectful customer and have her get angry than it is to have a theater full of unhappy people being distracted by her.”

My point exactly.

But what does it say about our marketplace that the Alamo Drafthouse Cinema’s policies and supporting communications to improve the quality of its customer experience are newsworthy? Seems like a lot of opportunity there…

By Curtis Bingham

In this video, the third in a seven-part series on critical success factors for chief customer officers and senior loyalty executives, I discuss why CCOs must align their priorities with the priorities and the strategy of the CEO in order to be successful.