Brenda Malloy on Assembling Customer-Centric Leadership Teams

The conversation begins with Brenda explaining the types of people she looks for in C-Suite positions, saying that they must be customer obsessed. These are people who have been battle tested, but not necessarily those who have come to C level roles traditionally. Andy and Brenda discuss the importance of an anthropological mindset, empathy, and boldness in candidates interested in the highest levels of customer experience. They also cover what companies should be focusing on as they attempt to recruit people for these types of positions. Brenda explains that there is no one set path, and often she finds the best candidates have taken horizontal steps across industries, allowing them to really understand brands, customers, and authenticity.

 

As the episode ends, Brenda and Andy share advice for students interested in CCO positions.

 

Key Takeaways:

00:40 - Introducing Brenda Malloy and her background

2:04 - The time for the chief customer officer is now

6:13 - The key skills for successful CCOs

11:14 - How boldness has become a CCO priority

15:00 - How to build a foundational training and get exposure to many industries

18:28 - Integrating marketing and customer experience roles

20:00 - The importance of empathy and how to tell if a leader is empathetic

27:15 - Examples of career trajectories that lead to CCO roles and horizontal moves

35:37 - Brenda’s words of advice to students interested in exploring customer experience careers

39:43 - The importance of understanding diverse customers

Links:

Learn more about Brenda Malloy.

Learn more about Andy Murray.

Learn more about the “It’s a Customer’s World” podcast.

Learn more about the University of Arkansas and its Customer Centered Leadership Initiative.

Learn more about the University of Arkansas’ business school, Walton College.