Jeanne Bliss

The Chief Customer Officer Job Description

This is a brief, shorthand description for the Chief Customer Officer. You can use this as the starting point for a job description, modifying...

The 5 Customer Experience Competencies

As has been the case with nearly every incarnation of customer focus activity, this focus on "experience" is inadvertently randomizing corporations, sending people out...

3 Sobering Facts About Cross-Silo Customer Treatment

The grand outcome of dueling silos is the random and inconsistent customer treatment delivered to customers. It is our organization charts that emerge most...

Rate Your Customer Experience Progress: Why Customer Efforts Fail – Signs to Look For...

If you have tried repeatedly to get a focus on customers, customer loyalty and customer profitability inside your organization with less than stellar results,...

Start Managing Customers as an Asset

Organic customer growth drives long-term profitability. So why isn't it as important to you as quarterly sales goals? This is where the customer...

2 CCO Priorities: Experience Reliability and Experience Innovation

The best "Chief Customer Officer" or "Customer Experience Officer" is a strong leader inside the organization who is respected for running a good, successful...

The CCO: Human Duct Tape to Connect the Silos

Why does it take such a push to wrap the focus of a company around the customer as the source of their revenue and...

Do You Believe Customers are an Asset

How Zane's Cycles Grows because they know and respect the lifetime value of their customers. With only one retail location, Zane's Cycles of Connecticut is...

Do You Need a Chief Customer Officer?

CEO's no longer need to be convinced of the importance of developing relationships with profitable customers and keeping them around. What they need now...

CustomInk Fuels Revenue Growth By Putting Uncensored Customer Reviews On Their Home Page.

In this era of social media, companies who embrace customer feedback and "believe" the words of their customers earn the right to growth. They...

Hire in Haste. Repent in Leisure.

Creating a Customer Culture Starts with Hiring. You've got to know your higher purpose in customers' lives. You've got to know what you stand...

Want to make sure your Customer Experience Work Stays on Track? Manage these Seven...

1. Starting with a mantra, not an action plan. a. Often companies decide that they want to get some early traction by telling everyone to...

Help the Front Line Right the “Wrong”

Give customers peace of mind Alma Rettew bought a holiday gift for a friend, and asked L.L. Bean, whom she bought it from, to get...

5 Questions Companies Must Tackle To Attract & Retain Customers (Part 1)

The best leaders in my life asked more questions than they gave answers. Too often we jump to prescribing. We feel we...

Honor What Customers Care About

CustomInk is a $70 million T-shirt shop that prints custom T-shirts for family reunions and group and business events. Because actual people at CustomInk...

Companies Grow (or Shrink) Based on How and When They Apologize

Netflix, the DVD-by-mail service with over 10 million subscribers experienced a severe technology glitch in August 2008 that interrupted and halted shipping of DVDs...

Building a Company of R E S P E C T

The Headsets.com experience is defined by the attitude of the customer service rep you reach when you call, and how you feel when you...

Recipe for Growth: Eliminate Silos, Be Fanatical, Stay Focused on Culture.

San Antonio–based Rackspace grows by imagining the life of their IT manager clients. And that means making it easy to get help, support, and...

How FRESH are you?

Are you agile and flexible in delivering for your customers (and employees)? There's a rule of thumb at LUSH cosmetics, and that's to fearlessly retire...

If You Shed Legacy Industry Practices – What Could You Become?

Customer experiences are delivered year after year in many industries without challenging or changing process, policy or approach in what they do. And...

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