Jeanne Bliss
Jeanne Bliss
Jeanne Bliss was a CCO for 25 years, and now runs CustomerBliss where she leads customer experience transformation around the world with CCOs and the C-Suite. She is a co-founder of the Customer Experience Professionals Association. Her two best-selling books are Chief Customer Officer and I Love You More Than My Dog. Her newest book is Chief Customer Officer 2.0 - How To Build Your Customer-Driven Growth Engine.
Earn Customer Desire and the Right to Grow
I’m introducing a new word for you to consider: desire. Its time to replace the word ‘loyalty’ with the word desire.What I’ve experienced and...
Can the CMO also be the CCO?
I just got back from speaking at a conference where I met with many CMOs of the worlds’ largest companies....
Connect Customer Asset Growth & Alignment Around Experience in Your Storytelling
Leaders who ground the work of the journey map to customer asset growth are most successful because the two connect in storytelling.The story starts...
Focus on Customer Life Improvement in Your Customer Experience Stages
How purposeful is your company in working together to determine the experience it delivers to customers?All too frequently the customer experience is the unplanned...
How to Prevent Flaming out as a Chief Customer Officer
I am an advocate of a set of deliberate activities that evolve and mature leaders’ commitment and actions to embed...
Gain Consensus on Your Moments of Truth and Inspire CX Creativity
Do you have consensus on how to define the experience you deliver to your customers?Do you have consensus on the stages of the experience?Have...
Engage the Ranks of Your Company to Hear Your Customers’ Words
Often when a company talks about “listening” to customers, that notion is immediately collapsed into a “voice of the customer” (VOC) program. That’s not the...
Ten Business Cornerstones to Invest In and Consider This Annual Planning Season
With annual planning season here, don’t just direct financial decision-making. Use this as an opportunity to redirect how your company...
Evaluate the Personality of Your Communication
Would you want to read your company emails, packing slips and bills? Surprisingly, few businesses have clued in to the fact that their communication exposes...
Suspend Cynicism in Business by Deciding to Believe
In uncovering the intention and motivation of beloved companies, what becomes clear is that these companies defy traditional practices. They resist restricting customers and employees...
Unite Leadership to Achieve Customer-Driven Growth: Know Your Power Core to Identify What Helps or Hinders the Work
The Chief Customer Officer needs to be a sleuth, uncovering and navigating agendas and factors that slow down and can...
Ten Aptitudes of a Successful Customer Leader
A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does…
Remove the Seven Inhibitors of Your Customer Experience Success
To make sure your customer experience work stays on track, you need to constantly manage these seven inhibitors of customer experience success: Inhibitor 1: Starting...
Build a Listening Machine to Optimize Customer Feedback
The information your customers give you includes the broken things blocking your customer reliability. Optimizing customer feedback is one of the most straightforward ways to...
Build Your Customer Room: Drive Customer Experience Focus & Accountability
The Customer Room a very tangible depiction of your customers’ journey with you. The power of the customer room is...
Gain Clarity of Purpose to Steer Your Customer Decisions
What conditions must always be met before you say “yes”? IKEA designs the price tag first. They know that even people on a limited budget...
Evaluate How Real You Are in the Moments of Connection
Companies that customers love work hard not to lose their personality—not in their products, not in their service, not in anything they do. They become...
Six Critical Checkpoints for a CCO
Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. There’s often a proliferation of tactics and...
Take the Cross Silo Assessment and Get 11 Implementation Tips
Most CEO’s no longer need to be convinced of the importance of retaining customers and developing relationships with profitable customers. What’s on their mind...
Three Steps to Reduce Dueling Silos
You can recognize disconnected silo agendas at work when short-term revenue requirements compromise long-term revenue efforts. There’s a lack of clarity on what’s really important...