Jeanne Bliss

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...

Grow Your Company by Hiring for Life

When talking about the concept of customer experience, the name Chick-fil-A never fails to surface. Recently, an article about the tactics used by Truett...

Customer Experience Leadership Survival Guide – Part 4

Installment 4 of 5 5 Reality based actions to make customer experience work inside your operation. Make Customers an ASSET of Your Business I call this...

Answers for Call Centers – How to “Earn the Rave” of Your Customers and...

I recently joined Mitchel Forney, the Marketing Coordinator at Voiance Language Services, on a webinar to discuss the 5 Decisions that will help you fully...

Answers for Call Centers – How to “Earn the Rave” of Your Customers and...

I recently joined Mitchel Forney, the Marketing Coordinator at Voiance Language Services, on a webinar to discuss the 5 Decisions that will help you fully...

Build Your Customer Empathy Engine. Watch Your Business Grow.

BusinessWeek names 25 companies every year to their list of service champions. They start with a list based largely on brands in J.D. Power...

Does your culture stick when times are tough?

When something goes wrong with a customer, do you take the opportunity to stand up, "Say Sorry," and make things right? A JetBlue flight attendant...

Earning Your Customers’ Rave: Make These 5 Decisions, And Customers Will Grow Your Business...

When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then customers will begin to grow your...

Amazon and Zappos: A Marriage Made in Retail Heaven?

As most avid shoppers now know, Amazon has acquired Zappos.com in a transaction that exceeds $800 million. This is clearly great for Zappos investors....

Gone but Not Forgotten: Five Steps for Regaining Customer Trust and Customer Revenue

Every business has customers who have departed. There are a variety of reasons that prompt departure. And how you react to the...

CIOs Need to Become Customer Champions

When asked by the Conference Board in 2005 to rank the challenges that keep them up at night, U.S.-based CEOs put customer loyalty and...

Take This Quiz: Actions CEOs Take If They’re Committed to Customers

Answer the 12 Commitment Questions Below to Find Out ...

How To Inspire and Drive the Very Best: 10 Actions That Won’t Cost a...

Inspired customer leadership in the very best companies on earth came from the heart and soul of the impassioned leader of the organization who...

Mining the Gold: Listen Hard to “Detractors”

Do you ever get on the telephone with customers who have either left your firm or show up as detractors in surveys? At one...

Holding Promoters Close: The Key to Turning Advocates Into Your Strongest Marketing Force

Once you know your "Promoters," the goal should be to bring them into the fold of your business. Think of this group of...

We Know Our Net Promoter Score. Now What?

In 25 years of working with leaders and business to focus on customers...what I've is often that the score is the end game. ...

Connect the Dots From Product to User Experience

Macs and iPods have legions of fans. But Apple has done something else with its Apple Stores. It has wired in the experience of...

If You Just Count Customers as “Speed Kills,” You’ll Kill Your Business Growth

Organic customer growth drives long-term profitability. But without up-to-date information trending profitable versus non-profitable customers and issues driving the best customers away, CEOs and...

Advice to the Chief Customer Officer: Beware 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...

Guerrilla Metrics: Power the Customer Onto Your Corporate Agenda

Can you hear that? It's the shot being fired into the air by CEOs the world over saying that they want focus on the...

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