Jeanne Bliss

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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