I am joined with two-time Chief Customer Officer Martin hand. We discussed his transition from a large profit based business where he was Chief Customer Officer at United Airlines, to his role at St. Jude where he leads donor experience. In addition, Martin and I discussed how he depicts and engages leaders with a simple approach and set of metrics that elevates donors as the asset of their business - that gets attention and drives action. Finally, Martin has a proven method for uniting the silos (at low cost) to give the complete view of the current customer journey- critical to gain and unite the leadership team.
