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The Talecco CCO report 2017

Comotion’s sister company Talecco conducted in depth research into the current state of the market for CCOs. This report gives the results. Download Report It covers: What creates the need for a CCO? Customer focus and customer-led leadership are increasingly hot topics and indicators of commercial success To become customer-led requires a shift in the DNA of a […]

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Don’t confuse the customer issue

What does it mean in practice for the “non-customer-facing” parts of your business to be customer-led? To get to that answer, you first have to take yourself through some potentially difficult re-education. Here’s my two-step guide. Step One. It sounds lovely to think of your internal users and departments as “customers” of the back-office teams […]

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A Model for Transforming to a Customer-Led Business

Is there a recipe for transformation? Can a business genuinely transform itself to be customer-led? How do you get started? These were the questions addressed by Comotion associates at a recent breakfast discussion and whilst these questions are straightforward, some of the answers challenge accepted wisdom. The roadmap As consultants we are often in the […]

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Developing a Customer Driven Business: Core concepts and practical steps

At a recent Comotion Breakfast Briefing, Stephen Ingledew, who until recently was the Managing Director, Customers and Marketing at Standard Life, presented ‘Five key steps in developing a customer driven business’ based on his many years of experience and lessons with established financial services businesses. Most recently this was with Standard Life, where he led the transformation of the marketing […]

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Forget structure – organise around the customer!

As a statement of intent, creating a Chief Customer Officer, Head of Customer Experience or similar role, helps organisations to switch from their traditional product/service orientation to one focused on customer value. But what organisational structure should go with the new role? A ‘full-fat’ CCO with a department of customer evangelists, or a more agile […]

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Understanding the Customer; building better conversations through deeper insight

At a recent Comotion Breakfast Briefing, Stephen Ingledew, who until recently was the Managing Director, Customers and Marketing at Standard Life, presented ‘Five key steps in developing a customer driven business’ based on his many years of experience and lessons with established financial services businesses. Most recently this was with Standard Life, where he led the transformation of the marketing […]

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Developing a Customer Driven Business: The internal challenges

At a recent Comotion Breakfast Briefing, Stephen Ingledew, who until recently was the Managing Director, Customers and Marketing at Standard Life, presented ‘Five key steps in developing a customer driven business’ based on his many years of experience and lessons with established financial services businesses. Most recently this was with Standard Life, where he led the transformation of the marketing and customer functions […]