Raising Client Advocacy To the Highest Level

摘要

It's the rare construction firm that doesn't pride itself on putting customers first. But are those customers getting what they truly want? And when employees are asked to go the extra mile on a project, are they clear about where to go? RK, a Denver-based mechanical contractor, wants to be certain it knows the answer to those questions. Taking a cue from a number of leading businesses across other industries, RK recently created the position of chief customer officer (CCO), charged with implementing a high-level, customer-centric approach and managing it across the entire organization.