Jeanne Bliss
Dare to Rethink What’s Always Been Done: A Case Study in Rethinking the Wait
Can I please ask: what’s with all the old magazines in waiting rooms? For my whole life (and probably yours), old and dog-eared magazines have been a part of my doctor, dentist and hospital visit experience. Not only are the magazines old, but I ...
Start with Hiring People Who Show Humanity at Work
A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home. They walked past Nooyi and straight to her mom where…
Why We Must Do the Customer Math and Practice Leadership Bravery
I’ve had the great honor of working with Southwest Airlines for many years and spent a lot of time talking to, not only Herb Kelleher, but Colleen Barrett who was the president (now president emerita). Once, I was talking to Colleen, and what she said…
3 Actions to Take on the Road to Leadership Bravery
“The best way to learn if you can trust somebody is to trust them.”– Ernest Hemingway Companies that practice what I call “leadership bravery” are choosing to reverse the trend on business practices that have defined their industries. Through leadershi...
3 Leadership Principles to Help Advance Your Employee and Customer Experience
As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to eng...
Build Your Customer-First Foundation, Align Your Team, and Unite the C-Suite with Data-Backed Insights
As many of us continue to work from home and shift working styles due to the pandemic, I’ve been interviewing practitioners and thought leaders about how we can adapt and continue to show up as our best selves in our roles. To that end, I…
3 Leaders Share How We Can Use Our Power As Individuals to Create Meaningful...
Have you been keeping up with me on my LinkedIn Live conversations? If not, what are you waiting for? As many of us continue to work from home and shift working styles due to the pandemic, I’ve been interviewing practitioners and thought leaders about ...
Three Lessons From Leaders on Adapting During the Pandemic
Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter. We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizat...
4 Experts Share Their Advice on Cultivating the Well-Being of Your Organization’s Stakeholders
During this time, I’ve been hosting weekly live conversations on LinkedIn, with C-Suite leaders, authors, and experts in their respective fields. They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch. These conversations spa...
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...