Top

Author Archive | Jeanne Bliss

Where is the CX Influencer Strength?

Blog post by on August 20, 2014

There are three variables that drive where the customer leadership role can successfully reside and to whom it should report: 1. Leader commitment2. Understanding of the mission3. Ability to work cross functionally The more evolved the organization …

Memory Creation is the Currency of Your Brand

Blog post by on August 15, 2014

Are you leaving customer memories to chance? Beloved companies identify the experiences they deliver. They know the memory they want customers to have, make decisions to create it, and take action to prepare their people and operations …

What are Your Customer Experience Bookends?

Blog post by on August 13, 2014

[embedded content] Have you planned the beginning and ending to moments of customer contact?First impressions last the longest. Does it create the ideal first opinion of you?Do you think about how you punctuate your moments of connection …

Connecting the Five CX Competencies

Blog post by on August 1, 2014

The customer experience that gains the most confidence with customers is to get the basics right. First, you must earn the right to customers’ confidence. Knit together the series of contacts you have with customers to bring …

Owning the Customer Agenda

Blog post by on July 29, 2014

The tried-and-true formula we’ve all seen when there’s a problem area in a company is this: hire someone, staff up, and let them run. But throwing head count won’t cut it for customer experience work. This isn’t …

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 …