Jeanne Bliss

The CCO Career Path: How to Successfully Translate Your CX Skills Across Industries

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work…

Make Customer Experience Development as Important as Product Development

Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. Customer experience is already a core focus for many retailers, but diverse organizations including governmental bureaus, grocery stores, and…

Provide Unexpected Transparency & Guidance

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother.  The following is a lightly edited transcript of the video below. Anybody else get a sense of foreboding as…

Why Good Customer Experience Starts With Your Internal Culture

How does the diversity of your team affect their output and synergy? In today’s episode, I chat with Leslie McNamara, who is the Chief Marketing Officer and Managing Director in workforce development at Citi Retail Services. In her role, Leslie merges workforce development with marketing,…

Career Path Advice: 3 Steps in the Evolution of Becoming a CCO or CXO

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work…

Prove Your Customer Experience Value to Earn the Headcount You Need

Are you lacking headcount in your organization? If so, you’re not alone, and I want you to view this as a challenge and a test. You will need to establish, with tactics, what the work will be to garner headcount. Headcount allows you to have…

Don’t Make Customers Do Extra Work!

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother.  The following is a lightly edited transcript of the video below. There’s not much that can give me an…

3 Steps to Building a New Patient Experience and Communication Framework

How do you lead an organization’s CX when there’s no blueprint for you to follow? Well, you make your own! In today’s episode, Lisa Allen, the first Chief Patient Experience Officer at Johns Hopkins Hospital shares how she combined her experience and knowledge in anthropology…

Go Beyond Surveys to Understand Customers’ Lives

Today, I’m thrilled to bring you an on-the-road edition of my Daily Dose series. I was recently at a special CXPA member event at the Columbus Metropolitan Library, where I spent some time with Alison Circle, chief experience officer of the Columbus Metropolitan Library. Alison brings…

Acknowledge the Customer: Set the Tone with Your Greeting

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work…

Earn Positive Survey Results! Don’t Beg for Survey Scores

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. The following is a lightly edited transcript of the video below. “Thank you for watching this video. After it’s played,…

The State of Customer Experience: 3 Important Stats You Need to Know

Imagine a baby boomer, a Gen X’er, a Millennial, and a Gen Z’er walk into a bar. Sounds like the start of a joke, right? But think about it. How did they each choose the bar? Are they at the same place? What did they…

Are You Stepping Up to the Challenge? Prepare for Disruptions and Adapt to Consumer...

As a CX practitioner, I continue to see how technology ushers in disruptions across retail and other B2C service industries, but I want you to remember that customer behavior is the actual impetus for these disruptions.I thought this concept would be worth briefly discussing (and…

Get Rid of Opportunistic Fees & Improve Customer Experience

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. The following is a lightly edited transcript of the video below. A drink of water from a bottle in my…

4 Steps to Improve Customer Experience At Your SaaS Organization

Have you just become a C-Suite leader for your B2B organization’s customer experience? Or maybe you’re looking to elevate and become a CX leader — if so, you’ll find this episode valuable. We’re revisiting snippets of conversations with previous guests this summer, and in this…

Don’t Make Customers Play the Service Waiting Game

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. The following is a lightly edited transcript of the video below. Does this scenario sound familiar: I’ve had breakfast, lunch…

Must Read: 5 Books with Tips and Techniques to Improve Your Customer Experience and...

I know we’re in August and the Back to School advertisements are making the rounds, but summer isn’t over yet! So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel…

Two CX Leaders Share Frameworks to Improve Customer-Centricity in Their Organization

As we continue to revisit conversations with CX leaders who were previously on the show, today we’re going to explore strategies implemented by two CX leaders at global corporations: Scott Allison, CCO at DHL Supply Chain and Jon Herstein, CCO at Box. Both leaders share…

Customer Respect: Are You Treating Women with Respect?

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. The following is a lightly edited transcript of the video below. There are a few industries that have a hard…

Why You Must Take the Monkey Off Your Customer’s Back

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work…

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