In yesterday’s article titled Assistly Redefines Customer Service With New Role, VP of Customer Wow, a CRM/Customer service software firm (Assistly) touts a newly created position – “VP of Customer Wow.”
Whether this position will do what it’s marketed to do remains to be seen, but we like several aspects of it.
First, this is a CXO level position, and we often talk about organizations who care about customer service needing to have structures that support that culture and management that models what’s expected of employees.
Second, the “Office of Customer Wow” is supposed to have broad-based authority across divisional silos, so that should help in their role as problem solver for their customers.
Third, the Office must spend about 20% of its time on “Random Acts of Kindness” for its clients – essentially proactive free work.
Look inside your own organization, and think about the culture you want to create. Do you have the structure, the leadership, the proactive customer touches that drive client retention and growth?
Look at your own organization to find your inner Customer Wow!
Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/
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