Jeanne Bliss

Enabling Graceful Departures: A Casper Case Study to #MakeMomProud

“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK,...

Leveraging the Power of Collaboration for a Telecomms Customer Experience Implementation

“I think the power of collaboration and people talking together and sitting together shouldn’t be underestimated,” says  Charlotte Dunsterville, Chief Customer Officer of Sure International...

8 Thought-Provoking Interview Questions Every Chief Customer Officer Candidate Should Ask

Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some...

Defining the Chief Patient Experience Officer Role at Cedars-Sinai Hospital

How do you define patience experience in a hospital? In today’s episode, I speak with Alan Dubovsky, Chief Patient Experience Officer at Cedars-Sinai, who...

How Does Best Buy Combat High Turnover and Digital Competition? Investing in Employee Experience

Is your organization taking the time to improve its employees lives? When you improve the lives of your employees, you’re also taking the right...

How to Create Power Moments That Rise Above The Rest with Dan Heath

“Our customers’ lives and our lives are made up of moments,” says Dan Heath, co-author of The Power of Moments: Why Certain Experiences Have Extraordinary...

How Leadership Impacts Customer Service and Experience at Samsung Electronics America

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives, the VP of Customer...

Remembering Diana Helfinstine and Her Commitment to Customer-Driven Growth at Essilor

We recently learned that a good friend of ours and member of the Customer Experience Professionals Association, Diana Helfinstine, VP of Customer Experience at Essilor,...

Pioneering Customer Experience in Healthcare at Cleveland Clinic

Being empathetic and engaged are core parts of the patient and caregiver experience at Cleveland Clinic. Dr. Adrienne Boissy, a neurologist and the leader...

Lead with Purpose; IKEA Founder Ingvar Kamprad Leaves Behind a CX Legacy

Ingvar Kamprad, Founder of IKEA, recently passed away in Sweden, leaving quite a legend behind him. IKEA, the beloved furniture store not just for Americans,...

Your Live Chat Should Create Customer Convenience Not Dissatisfaction

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018, comparing results from 2017 t...

Whats the Key to a Strong CX Foundation? Be Obsessed with Your Customers

 Is your company customer obsessed? If not, it should be! Tamar Cohen, Head of US Customer Experience for Zoetis, a leader in animal health...

CVS Decides to “Keep it Real” with Customers By Banning Photoshopped Images From Beauty...

My mission throughout my career has been to highlight companies that choose to grow by honoring the lives of customers and employees. It’s been...

Leadership and Crafting the Customer Experience in Consumer Goods with Kathy Tobiasen

Overview “I have a passion for customer service and customer care, and I know that I have high expectations.” says Kathy Tobiasen, VP of Customer Experience...

Problem Solving and Customer Experience Transformation in the Australian Postal System with CCO Christine...

Overview How do you transform customer experience within the postal service – an industry that affects the whole nation? In this episode, Christine Corbett, a...

Take Action Against These 4 Culprits That Hinder Customer Experience Growth

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a...

How CMO Leadership is Expanding to Include Both Marketing and Customer Experience Transformation –...

Overview How do you drive transformation in the highly regulated financial industry? In my conversation with Isabella Lau, who has held the hybrid role of...

My Rock, My Story: How Airbnb Uses Customer Listening to Determine Goals

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is...

The Power of Customer Listening and Reviews with Angie Hicks, Co-Founder of Angie’s List

Overview Do you have what it takes to be an entrepreneur? Can you manage a B2B relationship with customer providers and consumers? In this episode,...

Transform Your B2B Company From A Product-Centric Culture to Customer-Centric Culture with Sami Nuwar...

Overview How do you transform the culture and operations of your company to benefit the lives of your customers? In this episode, I chat with...

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