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Author Archive | Jeanne Bliss

Involve Executives in the Customer Loss Review

Blog post by on July 16, 2014

In addition to knowing the number of lost customers, you need to know the reasons why customers left so you can drive change across the business. Without this information, you miss a massive opportunity to galvanize people into taking …

Gain Reliability with Accountability

Blog post by on July 9, 2014

Managing accountability for what you’ll deliver to customers is not rocket science, but it is overwhelming.  An important element of driving accountability for customer profitability is how strategic the organization is about determining and executing customer accountability …

CX Competency 4: Customer Experience Reliability

Blog post by on July 2, 2014

Once you have done the foundational work of identifying your stages of the experience (CX Competency 2: Align Experience Around Operations) and have identified the key 10-15 “moments of truth” or customer touchpoints, you can start to …

CX Competency 3: Customer Listening

Blog post by on June 27, 2014

Every day customers tell you about what’s broken and what’s getting in the way of their wanting to do more business with you.Every day thousands of comments and feedback come in through your company pipes.But are you: …

Have You Removed the Inhibitors to Your CX Success?

Blog post by on June 25, 2014 Editor's Pick

To make sure your customer experience work stays on track, you need to constantly manage these seven inhibitors of customer experience success: Inhibitor 1:  Starting with a Mantra, Not an Action Plan  Often companies decide that they …

CX Competency 2: Align Operations Around Experience

Blog post by on June 11, 2014

Here you define the stages of the experience and the moments of truth that comprise all of the experience touchpoints. This includes both the obvious touchpoints (such as “when the customer places their order”) as well as …

Five Competencies = Engine for Growth

Blog post by on June 7, 2014

Here are the five customer experience competencies that will create a reliable customer experience across the organization and earn you the right to grow. This is an update that puts “Customers as Assets” in the #1 position since …

Where Are You Now in Managing Customers as Assets

Blog post by on May 28, 2014

Managing customers is not usually placed front and center as a priority like quarterly sales. Without a simplified and focused approach on customers as assets, your customers continue to be considered a by-product of the work, not …