Jeanne Bliss

When Marketing Is the Power Core

Power Core Series – 2 of 6 "Customer" is the language of marketers, so there is an inherent understanding of the need to connect the...

When Product Is the Power Core

If your strength in the marketplace stems from the products you sell, you are striking a chord with customers on the tangible side of...

Examine and Understand Your Company’s Power Core

Introducing a 6-Part Power Core Series, which begins on September 4thAn examination of each power core will connect the dots for you between what...

Link Customer Focused Competencies to the Power Core

A set of competencies exists in organizations that have learned to develop and deliver customer experiences across the silos. These customer focus competencies form a...

Customer Experience Success = Know Your POWER CORE

Customer experience work is as much about knowing what motivates people as it is about getting the job done. That's where the power core...

3 Tools to Evaluate Your Customer Experience Stages

The shorthand for the CCO role is to be that duct tape to connect the silos by reframing the work of the business through...

What the CCO Should Be Evaluated On In Year One

The person who takes on the CCO role should have some straight conversations about how he or she will be rated in this new...

CCO Structure & Team – Option 4: Line Function Leader with Dispersed Team

Option 4 is the most challenging structure. A strong functional leader must take on the development of a new focus area for the company. New...

CCO Structure & Team – Option 3: Line Function Leader with a Dedicated Team

What you're signing up for here is to take someone running an operating area (such as customer service) and layering the cross-functional customer work...

CCO Structure & Team – Option 2: Staff Leader with Dispersed Team

The customer experience team retains development of the skill sets to drive change. However, the team of functional experts does not report to...

COO Structure & Team – Option 1: Staff Leader with a Dedicated Team

The advantage with a staff leadership role is that the customer work is not layered on an already bubbling over plate of line responsibilities....

Structuring the Chief Customer Officer Role and Team

Once you've determined where the effort should report, determine what structure will work best in your organization based on commitment and resources. Organize for...

Skills that Bridge the Execution Chasm for Both Customer Service and Marketing

There are skill sets specific to driving customer change that need to be present when doing this customer experience work. They are not obvious...

Winning Back Customer Love, the Role of the Chief Customer Officer: Inside Scoop with...

CustomerThink Founder/CEO Bob Thompson interviews Jeanne Bliss of CustomerBLISS about the role of the Chief Customer Officer and her advice for achieving success with...

8. CEO and CCO Should Demystify the Customer Experience Roadmap

Final part of the series, "What the CEO Needs to Do to Ensure Chief Customer Officer Success." (8 of 8) To create the wholesale shift...

7. CEOs Should Insist on Corporate Patience Required to Drive Customer Experience Transformation

Part of the series, "What the CEO Needs to Do to Ensure Chief Customer Officer Success." (7 of 8) The customer experience work is not...

6. CEOs Should Provide Political Air Cover for the Chief Customer Officer

Part of the series, "What the CEO Needs to Do to Ensure Chief Customer Officer Success." (6 of 8) Whoever takes on the Chief Customer...

5. CEOs Should Drive Regular Accountability for Customers and Customer Experience

Part of the series, "What the CEO Needs to Do to Ensure Chief Customer Officer Success." (5 of 8) Demand regular accountability sessions for the...

4. CEOs Should Accelerate CCO Value Right Away

Part of the series, "What the CEO Needs to Do to Ensure Chief Customer Officer Success." (4 of 8) /> Put the Chief Customer Officer in...

3. CEOs Should Establish Acceptance and Role Clarity of the CCO Position

Part of the series, "What the CEO Needs to Do to Ensure Chief Customer Officer Success." (3 of 8) The functional vice presidents who will...

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