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.
4. CEOs Should Accelerate CCO Value Right Away
Part of the series, "What the CEO Needs to Do to Ensure Chief Customer Officer Success." (4 of 8) /> Put the Chief Customer Officer…
3. CEOs Should Establish Acceptance and Role Clarity of the CCO Position
Part of the series, "What the CEO Needs to Do to Ensure Chief Customer Officer Success." (3 of 8) The functional vice presidents who will...
2. Make the CCO an Officer of the Company
Part of the series, "What the CEO Needs to Do to Ensure Chief Customer Officer Success." (2 of 8) It's illogical to think that your...
1. CEOs Must Take Personal Ownership
Part of the series, "What the CEO Needs to Do to Ensure Chief Customer Officer Success." (1 of 8) CEOs:When you commit to a Chief...
What the CEO Needs to Do to Ensure Chief Customer Officer Success
There is great relief at the prospect of hiring a Chief Customer Officer. It signals that something is being done. It gets precariously close...
Should Customer Service or the CMO Lead Customer Experience? Introducing the Customer Experience Execution Chasm
Many organizations considering a Chief Customer Officer frequently consider layering the role on to an existing position already held inside the organization. Two...
Where Should the Chief Customer Officer Report? 3 Variables to Critique When Making Your Leadership Choice
Determining where the customer leadership position will report is something to think hard about. The strength of an operating area's ability to be an...
Where Should Your Chief Customer Officer Report? The Customer Focus Smorgasbord
When I'm asked about the CCO role, the frequent questions are, "What does a CCO do?" and "Where does the CCO report?" The answer...
Should the Chief Customer Officer “Own” a Functional Area?
Whenever we work on defining the Chief Customer Officer role in an organization, the question comes up, "Should this person also run a functional...
Chief Customer Officer – What You Should Be Evaluated On In Year One
The person who takes on the Chief Customer Officer role should have some straight conversations about how he or she will be rated in...
3 Actions to Battle Customer Experience Fatigue
There is now a dizzying proliferation of content, information, and resulting confusion for a leader trying to understand "customer experience." There are millions of...
Remove the 7 Inhibitors to Customer Experience Success
Inhibitor 1: Starting with a Mantra, Not an Action Plan Often companies decide that they want to get some early traction by...
Why a CCO? Untangle Disjointed Customer Metrics
"Score" means different things to different silos. This leaves a mess of disjointed metrics that don't add up to a good experience for customers. How...
The Customer Centricity Reality Check Audit
The Customer Centricity Reality Check Audit covers the seven dimensions of building customer relationships and managing customer profitability. 1. Customer Leadership – probes for leadership...
6 Conditions for Considering a Chief Customer Officer
Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. There's often a proliferation of tactics and...
Void Filled by the CCO: Harnessing the Right Customer Metrics
If you were to ask people, "Do you have metrics around customers?" the answer you'll frequently get is a resounding yes! The problem is that...
Do You Need a Chief Customer Officer? Your Cross-Silo Assessment
In this assessment, we'll focus on your company's ability to drive the customer-focused work across the silos. Most CEO's no longer need to be convinced...
Note to the CCO: Diminish the Funky Task Force
Think about the number of task forces you've been involved in regarding customers. Did anyone have a clue, beyond the first few meetings, on how...
Do You Need a Chief Customer Officer? A 50,000 Foot Assessment
Do you know your company's reasons for less than great customer performance?Take Chief Customer Officer Assessment One to pinpoint the challenge you're facing. This...
10 Customer Leadership Aptitudes for Success
As a Chief Customer Officer (or Customer Experience Officer), success is achieved when you have the ability to evolve your company from delivering a...