Jeanne Bliss
In this Pandemic, Move How You Listen to Customers—From Asking to Understanding
I want to talk about listening, and especially listening to your customers right now. Recently, I’ve received some questions including: Do you stop your surveys? How do you listen? So I want to share my thoughts on six key ways in which we should conti...
Introducing The Optimism Report: Highlighting Grand Acts of Humanity
Today, I’m introducing something new that I’m calling The Optimism Report. Because in this time that’s impacting all of our lives around the world, what we are seeing our grand acts of humanity, not only in business, but across the world with every kin...
In this Time of Coronavirus…Let Goodness in Business Prevail. Human and Financial Prosperity Will...
In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives. These will lead to every kind of prosperity on the other s...
3 Steps to Measure CX Impact and Align Your C-Suite Around Experience
To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell. Recognize that, at the end of the day, we are all…
Hire People Who Will Make Your Company Unforgettable: A Case Study
The most admired companies know that hiring people with the ability to care—and making caring and empathy a core value—is key to how they grow. They take the time to make the interview go beyond questions on just aptitude and skill; they get to know…
Build Admirable Acts, Guided by Your Non-Negotiables
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work…
Creating Experience Transformation That Lasts: Why You Must Start with LEGACY
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work…
Grow Through Improving Customer’s Lives: 7 Actions of the Most Admired Companies
The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. They work to remove boundaries and pressures that prohibit customer-driven decision making. And they challenge themselves t...
3 Essential Lessons Leaders Must Embrace to Transform Experience
We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And these employees and...
Do You Have a Strategy to Elevate Your Company for Decades to Come?
Can I be blunt? I mean, we’re friends, right? For longer than you can imagine, I’ve been on the front lines of corporate efforts to be more responsive to customers, which also implies to be more successful in the marketplace. Here’s the lesson I’ve lea...
Leadership Bravery: Earn Your Legacy by Bravely Choosing How You Will … and Will...
This week I spoke at the Experia Summit on Leadership Bravery – a critical element that is missing in over 80% of transformations. I wanted to provide you a bit more context for you on why this is so critical for success. The Impact of Leade...
Care for Your Employees, So They Can Show Care to Customers
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work…
Years One Through Four: How to Advance and Elevate the CCO Role
As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. This is an important role for the growth of your organization, and you…
To Grow, Enable Customers to Achieve Their Goals
In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. The following is a lightly edited transcript of the video below. The beloved…
Empower Your Team: Seek Out and Eliminate Rules That Make No Sense
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work…
How to Achieve Company-Wide Customer Success with Guy Nirpaz
Customer success is more than just a buzzword, and Guy Nirpaz, the CEO and founder of Totango, and author of Farm Don’t Hunt: The Definitive Guide to Customer Success, talks to us about how to realistically integrate customer success into customer experience. In today’s episode,…
3 Leadership Behaviors That Prove Your Commitment to Customer-Driven Growth
As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. It is consistent behaviors that give people direction on what to “model.” It’s decisions made and actions taken that prove that…
How to Address the Underbelly Work as a Chief Experience Officer at a Nonprofit
As CCOs, a lot of our work involves understanding what drives the culture of the organization. It’s about how the organization views its customers/audience, and vice versa. This deep dive is what I often refer to as the underbelly work. It’s about...
Do You Actively Communicate with Customers During Times of Disruption?
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work…
7 Tips and Resources for CCOs and C-Suite Customer Experience Leaders
Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Mastercard, Neiman Marcus, and many others have…