Voice of the CCO: Tammy McLeod on CCO Council Roadmap
Tammy McLeod, VP & Chief Customer Officer of Arizona Public Service Company (APS) and the Chief Customer Officer Council's 2010 Chief Customer Officer of the Year, discusses how valuable the CCO Roadmap is to guiding the CCO's journey.
Transcript for Voice of the CCO: Tammy McLeod on CCO Council Roadmap
One of the key initiatives that the Chief Customer Officer Council has put together is what we call the “CCO Roadmap,” and it's a really valuable tool especially for somebody who is just starting out in the CCO role. But, importantly, it's also for those folks who have been at it for a while.
You can take that roadmap and you may not follow it from start to finish in every capacity, but it certainly gives me ideas of where I am on that journey of making this a completely customer-centric organization and how I can do better—what next steps I need to take, and who else I need to involve in those decisions.
Let me give you one example of that. We've been working on customer satisfaction and customer loyalty here for a number of years. We do a lot of things really well. We measure and we listen to customers; and we, probably, have that pretty well wired. But where I haven't been hitting the mark is moving those responsibilities outside of the customer service organization.
So, what the CCO Roadmap is enabling me to do is to really take that value proposition for customers and move it outside of my organization so that I can go to, say, the claims department and talk to them about what type of process they're using when they're interacting with the customer. Is it the most efficient? Are they doing it from a customer’s perspective?
We've made all kinds of improvements in using that roadmap to create a new model that allows the department that isn’t traditionally thought of as one that works with customers to really become customer-centric. They're looking at their processes in terms of customer eyes; they are measuring their processes in terms of a customer and are sharing more information that made those processes, overall, more efficient.
I think the CCO Roadmap is a real effective tool that the Council has put out for us.