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