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.
We Want You Back – How To Prove It To Your Customers
When things go wrong, are you nimble enough to prove “We want you back” to your customers? Can you spring into action, identify the...
Why You Need To Establish Your Company Core Values List
When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list. It seems...
How to Build a Seamless Customer Experience
A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes...
3 Leading Companies’ Method for Listening to Customers
In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of...
An Open Letter To Restoration Hardware CEO Gary Friedman
Dear Mr. Friedman,As one of the architects of the customer experience for some great companies working to deliver customer service and delight, like you,...
How To Boost Customer Desire vs Tolerance Of Your Experience
Customer desire is an emotion, and emotions can bond you with your customer. Companies that understand the powerful emotional pull of customer desire obsess...
Are Your Customers at the Heart Of Business Decision Making?
Business decision making has a power core. Knowing the heart and pulse that drives business decisions tells you a lot about how to move...
Unreliable Customer Experience = No Social Media Love
Ever since social media became a force, the idea of ‘social media love’ — getting positive feedback from clients and customers and fans, essentially...
Got Leaders? You Need these 6 CX Success Recipes
Every leader I’ve ever worked with has asked for explicit actions that they can take to show their commitment. I call them ‘CX success...
Customer Experience ROI – How to Introduce And Grow It
Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth.Your goal as CCO is to unite the leadership team in...
How To Become The Head Of Customer Experience
There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even...
5 Decision-Making Styles Of Customer-Focused CEOs
We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an...
There Are No Secrets to Zipcar’s Journey Map Success
How does your organization utilize the journey map? As the framework to consistently drive company focus that lines up your customer listening, improvement, and...
How a CCO Thrives During CX Transformation
The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map.Years one through three are the...
Who is Accountable for the Moments that Matter?
Do you know who is accountable for the delivery of moments of truth?To begin, create accountability for operational metrics by consistently defining the customer...
Quickly Accept Accountability When Things Go Wrong
Your apology is your humanity litmus test. It is unavoidable that at some point, your business will suffer a failure that disappoints customers. How...
How To Gain Traction & Asset Growth: Stage CX Work
Your company’s CX work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the framework. What you...
Five proven results for increasing your customer asset
Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results.The...
How to Bring a Customer Focus Competency to Life
Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as...
Use Performance Metrics to Improve Customer Asset Growth
Reliability metrics and key performance indicators are the measure of what you did operationally to earn the growth or loss of the customer asset.This...