Getting Engaged

Deck: 

How to avoid a Texas-style backlash.

Fortnightly Magazine - July 2010
This full article is only accessible by current license holders. Please login to view the full content.
Don't have a license yet? Click here to sign up for Public Utilities Fortnightly, and gain access to the entire Fortnightly article database online.

There’s a new title in the utility industry: “chief customer officer.” As any HR professional knows, trendy titles come and go. The new economy brought us “corporate evangelist” and “chief knowledge officer.” In many cases, such titles have been more effective at drawing attention to Dilbert-esque management than at focusing corporate strategy. A company that needs a “chief morale officer” isn’t likely to impress employees with a new C-suite office dedicated to corporate B.S.

So as an increasing list of utilities create the new position of “chief customer officer” (CCO), it might seem more like a PR exercise than anything truly substantive. However, the pressures that are driving utilities to create this position are very real.

This full article is only accessible by current license holders. Please login to view the full content.
Don't have a license yet? Click here to sign up for Public Utilities Fortnightly, and gain access to the entire Fortnightly article database online.