Conversations with the CCO
You can browse archived Conversations with the CCO by visiting the Event Archive
Upcoming Conversations with the CCO
December 9, 2010
2:00 PM – 3:00 PM ET
Presenter: Barbara Stinnett
Topic: Making Customer Centricity Mission-Critical: Straight-talk from the CEO
Hold the Dates: Conversations with the CCO
Thursday, October 14
Thursday, November 11
Thursday, December 9 - Making Customer Centricity Mission-Critical: Straight Talk from the CEO
Creating A Customer Culture: Changing the Rules to Compete for Customer Loyalty
CCO: Jeb Dasteel
September 14, 2010, 2pm ET
In this “Age of the Customer,” customer-centricity is the Holy Grail. No longer is it sufficient to simply build great products or deliver great service; in fact every company regards its products and services as superior. Instead, the entire organization must be brought to bear to create a highly positive, differentiable customer experience. But how do you create such a powerful customer-centric culture?
Creating a customer-centric culture is a major undertaking, made even more so when you start with a hard-charging sales culture such as Oracle’s. Realizing that the culture was not to be changed so much as adapted, Jeb Dasteel, SVP and Chief Customer Officer and 2009 CCO Council Chief Customer Officer of the Year, changed the rules and turned Oracle’s aggressively competitive culture against itself, leveraging competition to become more customer centric.
In this next episode of the Conversations with the CCO, Jeb Dasteel will tell us how Oracle has managed to engage everyone in a healthy, powerful competition on behalf of customers. He will also tell us how Oracle has minimized turf wars or protective custody battles over customer ownership. Especially valuable, Jeb will share how he created an environment where it is ok to experiment and fail, which enables significant customer breakthroughs.
As you participate in this discussion, you will learn:
- Why cultures can’t necessarily be changed but can be adapted
- To identify some of the greatest obstacles to acting in your customers’ best interest
- How to discover one cultural theme that you could use to motivate people to embrace change
- Ways in which you can create powerful competition within your organization to improve the customer experience
- How you can make it safe for people to experiment on behalf of the customer
Hosted by the Chief Customer Officer Council, the Conversation with the CCO is a monthly conversation designed to shed light on what makes leading Chief Customer Officers successful and how you, as a loyalty executive, can do the same.
I invite you to join us on September 14 @ 2pm ET for this conversation with Jeb Dasteel so you can learn the best practices he’s developed that can help you shorten the time it takes for you to travel the same path.
I look forward to having you join us in learning from the experts.
To your success,
Curtis N. Bingham
Founder & Executive Director, Chief Customer Officer Council