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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.

How to Stop Survey Score Addiction: Manage and Honor Customers as Assets

Customers as Assets measure the impact of the end-to-end experience of your business on business growth. It measures what customers...

Make Them Listen by Translating Customer Data into Engaging Customer Stories

Often when a company talks about “listening” to customers, that notion is immediately collapsed into a “voice of the customer” (VOC) program. This is not...

Gain Reliability with Four Targets

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...

Uncover the “Cracks in the Foundation” and Take Action to Fix Them

As much as we’d like comments alone to compel operational change, it isn’t going to happen. Operations won’t be inclined to change a process that...

How to Battle Customer Experience Fatigue

Here are three actions (and the need for a lot of responses) to help you pull the customer experience work into focus: 1. Know Where...

Why Customer Efforts Fail – Eight Signs to Look For and Avoid

Most companies jump in to the CX work without evaluating how the organization works together, whether the CEO is truly committed and if the...

How Are You Framing the CX Work to Build Customer Reliability?

Begin building credibility by getting specific and operationally relevant about the customer experiences you will be enabling and building. Engage as early as possible...

Do You Enable Service Delivery?

How your company takes action and how you stitch the actions together makes a huge difference for the front line. You need to know if...

Six Skill Sets that Drive Customer Change

There are skill sets specific to driving culture change that need to be present when doing this customer experience work. The lack of these six...

Commit to Customer Retention, Not Just Acquisition

When sales is the power core, you have a well-oiled machine that knows how to target customers and position your product with differentiation that...

To The Entrepreneur and Small Business Owner: Know and Track Customer Issues

The frontline talks to your customers every day. On a regular basis, sit yourself down and ask them to identify critical issues. Do more than...

Is Technology Your Power Core?

With a strong technology power core, you could be far along on the continuum of collecting and using customer data and feedback. Strong IT departments...

Five Actions Worth Repeating – The Apology Peace Process

Companies that are beloved don’t take apologizing as admitting defeat. It’s part of the journey toward becoming a better company. Apologizing well for operational gaffes,...

Are Your Customers Lost Between Silos?

It’s not the fact that the silos exist that’s the problem. It’s their lack of coordination and conflicting metrics. Each faction of the company continues...

Are You Practicing Wild Empathy?

Customer empathy is not a pity-party! The ability to empathize and to put ourselves in our customers’ shoes so we understand what they are going...

To Succeed as a Chief Customer Officer, You Must Know Your Company’s Power Core

The Chief Customer Officer (CCO) job is as much about knowing what motivates people as it is about getting the...

Three Actions to Drive Customer Profitability

Driving the customer agenda and customer profitability must always be at the top of the agenda. 1. Keep customers top of mind and take ownership...

How to Make Customer Metrics Stick

It’s not enough to simply have the metrics – it’s what you do with them that matters. To make the guerrilla metrics stick and to...

Why Do You Track Customers Referrals?

Consider the customer referral as the true money question; it’s the final frontier of loyalty. If your customers are willing to stick their neck out...

Track Revenue and Profitability by Customer Group

Customer metrics propel the organization into understanding the customer end-game. They supply leaders with a platform to stand behind and reinforce. Getting to the classification of...

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