Jeanne Bliss

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...

Guarantee the Customer Experience – Remove Price and Worry from Buying Decisions

Most guarantees put the monkey on the customer's back to manage a countdown clock on product happiness. They put a limit on the time...

Chief Customer Boot Camp: Evaluate Your Company Power Core

Installment Two: Evaluate Your Company Power Core Make Customers a True Priority of Your Business Your company's Power Core origin, function and impact will determine...

Chief Customer Boot Camp: Getting Past Lip Service to Passionate Action

Installment One: Chief Customer Officer Aptitudes Welcome to Chief Customer Officer Virtual Boot camp! Having held the role of Chief Customer Officer, reporting to the Presidents...

Is Your Customer Communication “Vanilla”?

Would you want to read your company emails, packing slips and bills? As consumers in an online market we are often asked to “register”...

Domino’s Turns to their Customers as “Pizza Paparazzi”

267,000 YouTube views and counting – customer’s photos now sell Domino’s pizza for them!   “If we’re going to be real and honest about the...

Customer Experience Leadership Survival Guide – Part 5

Installment 5 of 5 5 Reality based actions to make customer experience work inside your operation. “One Company” Customer Experience Culture This part of the...

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