Jeanne Bliss

Care for Your Employees, So They Can Show Care to Customers

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…

Years One Through Four: How to Advance and Elevate the CCO Role

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. This is an important role for the growth of your organization, and you…

To Grow, Enable Customers to Achieve Their Goals

In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on 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. The beloved…

Empower Your Team: Seek Out and Eliminate Rules That Make No Sense

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…

How to Achieve Company-Wide Customer Success with Guy Nirpaz

Customer success is more than just a buzzword, and Guy Nirpaz, the CEO and founder of Totango, and author of  Farm Don’t Hunt: The Definitive Guide to Customer Success, talks to us about how to realistically integrate customer success into customer experience. In today’s episode,…

3 Leadership Behaviors That Prove Your Commitment to Customer-Driven Growth

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. It is consistent behaviors that give people direction on what to “model.” It’s decisions made and actions taken that prove that…

How to Address the Underbelly Work as a Chief Experience Officer at a Nonprofit

As CCOs, a lot of our work involves understanding what drives the culture of the organization. It’s about how the organization views its customers/audience, and vice versa. This deep dive is what I often refer to as the underbelly work. It’s about...

Do You Actively Communicate with Customers During Times of Disruption?

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…

7 Tips and Resources for CCOs and C-Suite Customer Experience Leaders

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Mastercard, Neiman Marcus, and many others have…

CCO Career Path: Are You Working with a North Star or ROI-Based Leader?

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…

How to Execute a 90-Day Plan to Improve Customer Experience in a B2B2C Retail...

In today’s episode, I chat with Curt Balara, Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. Bel Brands is the world’s third-largest branded cheese company, and the leader in sing-serving cheese portions. You m...

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…

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