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.
Your Decisions Reveal Who You Are, and What You Value
When you make a decision, it results in an action. And the accumulation of those decisions and actions become how people describe you and...
Do You Obsess About the Critical Moments of Connection with Your Customer?
Companies that customers love work hard not to lose their personality—not in their products, not in their service, not in anything they do. They...
Is Your Trusting Cup Half Full or Half Empty?
I believe you. Those three words show trust, honor and respect. Beloved companies decide to believe. Trust and belief are cornerstones of the best...
How to Hold Operating Areas Accountable for Incoming Feedback
Implementing customer listening accountability is prescribed often, but very few do it well. Most don't make it a part of a system of tracking...
More Listening, Fewer Surveys Will Improve Your Experience!
When I work with clients we often focus on two areas to get them early traction:1. Doing what I call the "whack a mole"...
Why Does Your Company Tweet?
Many companies see twittering as another arm of a marketing campaign, but the companies admired by customers and employees often tweet to let their...
Why You Should Track the Rate of Customer Referrals
Consider the referral as the true money question; it's the final frontier of loyalty. If your customers are willing to stick their neck out...
Be Remembered for Being There
If your customers look back on the part of their lifetime when they used your products, will you be remembered? Be There. Your decision to...
Accept Accountability When Things Go Wrong
Your apology is your humanity litmus test. It is unavoidable that at some point, your business will suffer a failure that disappoints customers. How...
What are Your Customer Experience Bookends?
Do you have a purposeful beginning and ending to moments of customer contact? DECISION INTENT: A Griffin Hospital Visit Should Be Uplifting, Not AvoidedGriffin Hospital,...
Who is Accountable for the “Moments of Truth” of the Customer Experience?
You can begin creating accountability for operational metrics by consistently defining the customer experience. It's likely as you travel through your organization that if...
What Defines Your Experience?
Would ten random people in your company give the same definition for your customer experience? Decide with Clarity of Purpose - Beloved companies take the...
Advice to the CCO: Beware of the Silos
For most organizations, annual planning is a time when each line of business or silo hunkers down inside its own operation to determine priorities...
The Need for a CCO: Prevent Customer Quicksand
We all suffer from silo dysfunction. Silo dysfunction is the inability or lack of collaboration inside the corporate machine to link together what it does...
Reaching Out to Departed Customers for Recovery
Every business has customers who have departed. There are a variety of reasons that prompt departure. How you react to the departure will either validate...
The Tom Sawyer Formula
The "Tom Sawyer Formula" is based on Mark Twain's masterful creation where Tom convinces his buddy Ben Sherman to white-wash the fence. Tom...
Framing the 5 Customer Experience Competencies
To make customer experience stick as part of your operation, you need an organized and phased approach for integrating customer experience into your...
When the Customer is the Power Core
Power Core Series – 6 of 6 When the power core is the customer, passion for customers prevails. Leaders are close to the customer and…
When IT Is the Power Core
Power Core Series – 5 of 6 When information technology (IT) is the power core, the ability to weave customer management into the organization is...
When a Vertical Business Is the Power Core
Power Core Series – 4 of 6 When a vertical business is your company's power core, you have deep competencies in an area of business,...