Using that positive feedback, I then propose to be a permanent member of the sales leadership team. In a large organization, each major business should have a customer experience leader. The Chief of Staff tends to be well-connected, neutral, and controls the leadership agenda.Having editorial control means customer experience can always be part of strategic discussions.Success in improving customer experience requires a dedicated person or team. If you are successful in measuring and improving customer experience, you will sell more.That leader must be well-connected and respected in your organization. Your sales team should find that value proposition quite compelling.If the Customer Advocacy leader is a full-time role, a great relationship with the person setting leadership meeting agendas is important.Customer Experience falls into the general category of things that are important, but not urgent, and can easily become an agenda also-ran.
You should consider having that team report to the CCO / CX leader.The customer experience leader needs to have an excellent relationship with sales and should be part of their leadership team.I am not suggesting that he or she should report to the sales leader, simply that they must be in the team.At the time, 2016 American Customer Satisfaction Index data for 71 companies was not yet available. All 2016 data is now available, and the new results should surprise readers even more than the original article. In short: happy employees don’t count for anything, on average. Employee happiness explains about 1% of customer satisfaction variations across 336 businesses that sell to American consumers.It is obvious to everyone who works on customer experience that happy employees make happy customers. I believe one reason for this is that many companies have no direct contact with their end customers.