The Voice of the Customer (VOC) is the Voice of Culture. Maybe it's time to create the position of Chief Cultural Officer (CCO). McCracken talks about innovation and change within our culture and what it would take to be the CCO of any company.
This position requires someone who is continually learning about the new changes in our society while being aware of cultural history as well.
The CCO would have recognized the power of social media sites like Twitter and Facebook long before the majority of the public did.
He/she needs to be able to lead people into change, get them to buy-in and then make things happen
"The CCO needs to act like an innovation agent inside the corporation."
"In good groups, bad ideas go away by themselves"
Brainstorming, branding, design and planning are covered in a How-to section that had several real life examples.
Many of these had a "kaizen feel" to them that I could relate to very well. He tells a story about one companies unique use of candy as deterrent.
I didn't necessarily agree with pelting people with M&M's during brainstorming sessions but I understood why.
This book is a must read for every C-suite executive and entrepreneur
People purchase and think more with their emotions than with data. Understanding cultural and identifying the needs and wants of your customers is crucial to any companies success.
If the VOC is given little attention then the company will eventually be surpassed by a competitor. Do any of you still have a My Space account?
When I grow-up I want to be a Chief Culture Officer. As much as I love my SIPOC's, PDCA's and SMART Goals...trying to understand how we as a culture move from "The Andy Griffith Show" to "Family Guy" sounds like a lot more fun.