Sarah Johnson Dayes on the Chief Client Officer and Professional Services Impact

“When people were working at home, kids were popping up in the corner. Mine certainly did. The really cool thing that came out of that is people started to be more comfortable being human, not just at work, but with clients.”We close out the month on Be Customer Led with Bill Staikos joined by Sarah Dayes, the Chief Client Officer at Acceleration Partners (AP), a renowned worldwide performance marketing agency. Sarah is responsible for the success of AP's Client Services team, which consists of more than 250 individuals, and the health and happiness of their global client relationships. She has been a member of AP's leadership team for ten years and has been involved in the success of key client engagements, with seriously big brands including Uber, adidas, Target, and Airbnb. [01:17] Background – Sarah describes her journey thus far, during which she has experienced nearly every aspect of customer service, client service, and hospitality. [05:53] Sarah's Role – Sarah explains the work she conducts in her role and its influence on the company.[07:13] Evolution - Sarah shares her view on how her role has evolved over the years she has held it, as well as a list of traits she believes may persist in the new norm. [11:47] In-person versus Virtual Mix – Sarah discusses her views on remote work situations. [13:35] KPI - Sarah presents her thoughts on assessing performance and mentions the metrics utilized by her organization to measure its success.[17:00] The Future - Sarah addresses how she would like to see the chief client officer's role evolve and her team's impact within this environment.[18:23] Distinct Roles - Sarah expresses her opinion regarding the chief client officer acting the part of the chief financial officer and whether she believes some roles should be essentially distinct.[21:24] Advice – Sarah offers advice to aspiring chief customer officers and allies who want to support female executive leadership.[24:11] Role Models - Sarah describes whom she admires in business and where she finds inspiration.Resources:Connect with Sarah:LinkedIn: linkedin.com/in/sarahjohnsondayes/Mentioned in the episode:Winning on Purpose: The Unbeatable Strategy of Loving Customers: goodreads.com/book/show/58090620-winning-on-purpose?from_search=true&from_srp=true&qid=GWUDemJtit&rank=1

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