Entries by Shawn Phillips

Is IT the ‘It Factor’ for CCOs?

Chief Customer Officers (CCOs) are popping up in boardrooms across Fortune 500 companies in ever increasing numbers. Those chosen for the position often come from Marketing or Customer Support, as those disciplines are thought of as having the most interaction with customers, making them seem like a natural fit. But are those departments really the […]

I got great service from CenturyLink – eventually! 

The improbable happened. I got great service from CenturyLink.   Less improbable was the Kansas City Chiefs’ come from behind win in Super Bowl LIV.  It was the third time in as many games they came from behind to win.  On any given weekend during football season, any NFL team can rise up and beat all odds to get a win. That is what happened on a recent Saturday with CenturyLink. And the moral of […]