fractional CXO- The smb CX solution

Our fractional Chief Experience Officer is a seasoned VP of a software company in Toronto, ON and a certified, actively consulting CXO professional. We provide CX leadership for organizations in a part-time, retainer, or contract arrangement. We offer smaller and medium sized companies the experience and expertise of a seasoned CXO at the board room table without the in-house cost—salary, benefits, and bonuses—of a full-time Leader.

Unlike a full-time CXO who oversees and maintains management of all Customer Service delivery, our fractional CXO’s duties are typically in businesses where little or no CX strategy, measurement, accountability or training exists. We are usually  specifically tuned into the company’s particular CX challenges or goals, beginning with the initial development and implementation of an overall strategy that aligns with the companies vision.

Our CXO is often brought into an organization when there are Customer Service challenges that the company’s existing team does not have either the experience, skill or resources to focus on. In many cases, the companies we work with do not have an in-house Customer Service Manager dedicated and held accountable to KPIs  about the Customer Experience. 

In some cases, however, the company may have an existing Customer Service Manager, and the fractional CXO acts as a partner or advisor or helps lead separate initiatives such as developing new overall strategies, trainings or certification.

Service Obsessions if often brought into a company to help overcome specific Customer and employee Service/Experience challenges such as:

• Poor NPS or CSAT 
• Low or declining client renewal rate
• High churn in Customer Service Departments
• Constant customer complaints and customer fires
• lack of a successful Customer Experience Strategy for the Business
• Increase Profits, referrals, customer spend or lifetime or any number of CX KPIs
• Assist in developing a Culture of Service 
• Break down Silos and foster teamwork and empathy

Our CXO has been consulting with businesses around Canada and the United States helping businesses and their owners achieve exception Customer and Employee objectives. 

With a network of CX leaders, Entrepreneurs, Founders and Leaders spanning various industries we can help you build the relationships that will open your eyes to the vast ways a focus on the Customer Experience can change your business trajectory. 

Our model means that we can flex with your company's requirements. Whether you need to increase or decrease resourcing we can help, even right now.

One of the most common reasons we engage with Entrepreneurs and Business Leaders is a lack of consistently good customer service experiences that lead to late night phone calls, angry customers and potential burnout from their middle managers. 

As companies experience growth it is common to have a drop in the exceptional customer service their customers were used to. New employees are brought on, there is less time onboard and for the new employees to absorb the culture and learn the softer skills that have made the company trusted and loved previously. 

This is where a strategy for Customer Service becomes required. This is where KPIs and systems need to be aligned with the businesses overall vision and goals. This is where someone with accountability is required in the business and the board room table. As a business grows it is imperative that you have someone responsible to spearhead, facilitates and implements intentional training of the "the businesses way" (of treating all customers and one another) 

Our CXO solution is a perfect fit for the growing business struggling to keep up with the customers demands, employee training and overall service strategies.