Author Archive | Jeanne Bliss

Building Repeatable Customer Experiences

Blog post by on April 22, 2014

A Chief Customer Officer must embed two new competencies inside the operation: 1. Customer Experience Reliability - Resolving issues that create irregularity and lack of reliability in your customer experience. This means: Managing the customer as an asset Listening to the …

How to Build a Bond with Your Customers

Blog post by on April 15, 2014

“Deciding to be there” begins with learning about your customers’ lives and their needs, then building a solution from their point of view. Companies that understand it’s emotion that bonds them with customers obsess about getting to …

Are Customers Telling Your Story?

Blog post by on March 19, 2014

When customers love you for what you do and how you do it, they will tell your story. They want others to know about your company, your decisions and your actions. Customers who love you will market for your …

What Decisions Make You a “Beloved Company”?

Blog post by on March 14, 2014

Beloved companies know they are defined in the fleeting moments of a customer interaction. They know the actions that come from their decisions indicate what they value. They know their actions show how much the company considered …

Review the Ten Customer Leadership Aptitudes

Blog post by on March 7, 2014

A successful Chief Customer Officer can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.” Break the work into manageable chunks so that …