Recently, Jesse James Garrett, the cofounder and President of Adaptive Path, interviewed Lou Carbone. Lou Carbone is one of the business world’s foremost advocates for the value of managing experiences. He was coauthor of the seminal 1994 article that introduced the marketing world to the idea of customer experience management.
During the interview (full transcript), Lou suggests that companies will start hiring Chief Experience Officers (CEOs):
"In fact, one of the things that I think is interesting is we’ll actually see organizations and companies appointing what they refer to as a CEO or Chief Experience Officer. And that Chief Experience Officer is supposed to have a view across all of those experiences. What we’ve found is many organizations don’t really have a clear understanding of how to structure the interaction with the Chief Experience Officer, and often [the roles is reduced to] almost a customer service function versus a true Customer Experience Officer."
Are you kidding me?
Experiences are core to a multitude of management roles already in existence. The last thing you want to do is seperate responsibility for great experiences from marketing, customer service, sales, training and product development.
It's like hiring a chief ethics officer to make sure your organization is honest.
» Chief Experience Officer: Yay or Nay? from CustomersAreAlways
Fellow Know More Media blog author over at MarektingBlurb says that Chief Experience Officers are Wrong:“Experiences are core to a multitude of management roles already in existence. The last thing you want to do is seperate responsibility for gr... [Read More]
Tracked on: February 14, 2007 2:53 PM | Permalink to Trackback