How to Engage with Customers in their Bedrooms, Bathrooms and over Meals!

Ica van Eeden, Chief Customer Officer at Sun International, joins IQPC Exchange to discuss changes in the hospitality industry and how this has impacted customer service strategy.
 
Oct. 6, 2011 - PRLog -- Interview by Helen Winsor, IQPC Exchange

Ica van Eeden, Chief Customer Officer at Sun International, joins IQPC Exchange to discuss changes in the hospitality industry and how this has impacted customer service strategy.

IQPC Exchange: CCO is a rare but growing job title. Why do you think the role of ‘Chief Customer Officer’ is so important in businesses today?
I Van Eeden: I think the boundaries between sales, marketing and service has blurred so much over the past few years, and the debate often happens within these disciplines of: who owns the customer? And it ends up with the answer of everybody. So for a company, you still need a driver who can focus, plan and implement some strategic initiative that stands over various disciplines and represents a customer centric focus. So I think for this reason I see the need for a Chief Customer Officer position who can really enthuse innovation and focus some strategic initiatives to make sure that a company stays focused on its customers’ needs and wants.
IQPC Exchange: What is your greatest achievement as CCO at Sun International?

To download this transcript in full, please click here:

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http://customerexperienceexchange.com/Event.aspx?id=50964...


The Customer Experience Exchange will take place from 29 November - 01 December 2011 at the Nhow Hotel, Berlin. For further information about this event please visit www.customerexperienceexchange.com, call +44 (0) 207 368 9484 or email exchangeteam@iqpc.com now!
End
Source:IQPC
Email:***@iqpc.co.uk Email Verified
Tags:Customer Experience
Industry:Consumer
Location:United Kingdom
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