By Curtis Bingham

CCO Council members Jeb Dasteel, Jasmine Green, Tammy McLeod, Alan Chow, and Lacey Grey and Advisory Board members Vicky Stennes and Scott Bennett share their many perspectives on the real value of membership in the Chief Customer Officer Council.

CCO Council members Jeb Dasteel, Jasmine Green, Tammy McLeod, Alan Chow, and Lacey Grey and Advisory Board members Vicky Stennes and Scott Bennett articulate their many perspectives on the real value of membership in the Chief Customer Officer Council.

Video Transcript

Voice of Jeb Dasteel: We’re communicating, of course, all day every day with customers but we don’t really spend much time talking to other people who have figured out how to be more customer centric. And in my view, the Council allows us to do exactly that.

Jasmine Green: You get a lot of rich information from your peers across many industries and you learn that you don’t need to go it by yourself. We can learn from others and take information from others and still do a wonderful job in our roles.

Tammy McLeod: We can go out and with a specific problem call in the members of the Council and see who has experience in a similar setting. We can ask them for feedback. We can find out what did and didn’t work. And hopefully we aren’t then going out and experimenting at our customers’ expense.

Alan Chow: It’s been a fantastic experience joining the CCOC, the Council. The type of knowledge that I get is just fantastic for building customer centricity culture. 

Vicky Stennes: From the moment I walked in the door I was struck by the openness, the transparency of the members, the quality of the discussions, the candor, and a sense of genuinely trying to help each other.

Lacey Grey: We can learn from other companies and what they've done and how it's been successful. We can think about other approaches that other companies have taken to accomplish the same tactics as those that we have to undertake.

Scott Bennett: I've got peers and others that I can talk to and work with and overcome challenges; like, a new CEO or an operationally-focused organization or a financially-driven organization. 

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By Curtis Bingham

Danny Barth, Executive Vice President and Chief Administrative Officer of the NBA's Oklahoma City Thunder, applauds Pete Winemiller, Senior Vice President, Guest Relations, and his team for being instrumental in helping to foster relationships with fans throughout Oklahoma and make their organization one of the most fan-centric teams in professional sports.

Video Transcript

I'm proud to have the opportunity today to talk to you about the Oklahoma City Thunder and our Senior Vice President of Guest Relations, Pete Winemiller. When the Thunder family came to Oklahoma City, we knew that the success of our team depended on our ability to integrate ourselves into the community. We place a high value on community outreach and fan interaction.

Under the leadership of Pete Winemiller, the Thunder set out with the goal of becoming the most fan-centric organization in professional sports. Pete and his staff were instrumental in helping the Thunder achieve the number one ranking this past year in ESPN Magazine's Ultimate Fan Rankings.

But one thing that makes Pete so valuable to our team is that he understand guest relations is not an area where you can call the job finished. Every day, every game, all the details have to be right to make sure the fans continue to have the best experience possible. Pete and his incredible eye for those details and open heart, truly appreciates and goes out of his way to initiate fan feedback.

Now, with a well trained and highly responsive guest relations team, we have made our mark as an organization that truly values our fans. In fact, they know that they're not just Thunder fans, they're part of the Thunder family. Pete, we are so proud to have you as part of our organization. I'm so very pleased to introduce you as the 2013 CCO of the Year.

Congratulations from all the Thunder family!

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By Curtis Bingham

Alan Chow, Chief Customer Officer of Teradata Corporation, discusses the benefit he receives from being a CCO Council member and what made attending the 4th Annual CCO Summit so valuable to him.

Video Transcript

It's been a fantastic experience joining the CCOC, the Council. The type of knowledge that I get is just fantastic for building customer centricity culture in a company like Teradata where we thought we were very customer centric. And yet, there's just so much to learn out there from our peers, in other industries; it's just a wealth of knowledge, first of all.

And then the Summit itself is just wonderful because it's action-packed. It's a day and a half. It is never a dull moment. It's hard for us to find just 30 seconds to go and do this video because there's so much knowledge from people that you see face to face. The network that you build to be able, now, go into more in-depth exploration of any area that is particularly important to you. Without being here to see and meet those people face to face, you never make those connections; you never know that, on this topic, I could come here and talk to this person and that person, because I've met that person here -- the trust and the interaction and the openness to share among your peers and help: it's just tremendous. It's so wonderful. I'm just so glad I'm here. Thank you!

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By Curtis Bingham

Bob Greenberg, Executive Director of The Advertising Week Experience for Advertising Week magazine and former CMO of Panasonic, shares why he's glad he attended the CCO Council's 4th Annual CCO Summit.

Video Transcript

I'm really glad I came to this Summit because the best way to learn, I've found over the years, is to learn from your peers: people who really understand what you're going through, people who are going through it themselves, and people who are in the process of developing great solutions to what seem to be common problems. And over the last two days I've really learned.

I'm coming here, what I would like to say, "stupid" and leaving "smart". Thank you so much.

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By Curtis Bingham

Brian Study, Chief Customer Officer of SAVO Group, explains what sets the CCO Council apart from other customer experience organizations, as well as what makes the group's activities in general and the Summit's content in particular so relevant to the daily demands of his role.

Video Transcript

I've really enjoyed my participation in the Summit this year and my experience with the Council overall. 

What I've found is, particularly in this age of social networks, there's lots of groups out there that focus on user experience; there's lots of groups that focus on customer success, which is an element of the Chief Customer Officer Council that's near and dear to my heart. But I have not found a group that has this level of executive participation; where you can bring a group of people together who are going to spend as much time as we do here, focused on both the strategic and the tactical things that occupy my daily life. 

Sometimes you go to a conference and you wind up stepping away from your day job for a while and thinking about all the things that it would be great to do. But literally, everything we've talked about here I can take right back into my work, whether it be tomorrow or in the evening when I go back and start checking email. This is very much in line with what I worry about every day. 

And having, again, this level of executive participation -- not just the masses, but this level of leadership talking about what's working and what's not working in their own organizations from a very diverse group of people -- has been a really great experience and a really valuable one in terms of what I'm going to be able to bring back to my organization.

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By Curtis Bingham

Monte Salsman, Chief Operating Officer of WinWholesale, shares the characteristics of the CCO Council's 4th Annual CCO Summit that encouraged and excited him the most.

Video Transcript

This is my first Summit -- it's the October 2012 Summit -- and I found it to be very valuable. The level of participant was extremely high; the level of knowledge exceeded my expectations and one of the things I thought was very encouraging and helpful was the open dialog

It was a group of peers who were very talented who, I thought, were also willing to be vulnerable and humble. And so there was not an attempt to sugarcoat everything. I thought there were very realistic war stories about what worked and what did not work.

And I think the thing that excited me the most is -- the overall theme for me was -- how to bring the voice of the customer closer to the C-suite. There were some very talented and capable people who gave great ideas on how to do that and how to continue to do it with a higher degree of excellence.

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