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.
Strengthen the Reliability of Key Customer Touchpoints
Proactive experience reliability & innovation (Competency 4) builds out your “Revenue Erosion Early Warning System.”It enables leaders to know before customers tell you –...
Understand Customers’ Lives & Connect to Customer Behavior
With a customer listening path in place, your leaders and the organization will become personally involved in understanding the lives of your customers.Your customer...
Listen to Customers & Build a Customer Listening Path
A customer listening path unites leaders and the organization in understanding experiences that impact customer growth or loss. When you focus on listening to...
Understand Your Customer & Improve Customer Growth
Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between...
What Will Your Customer Stories Be This Year?
Customers desire a reliable experience That’s why I harp on the phrase “earn the right to grow.” Desire is an emotion that will earn growth and...
Five CX Competencies Transform Your Experience
The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to...
Do You Need a Chief Customer Officer?
A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership...
Grateful
Yes, this work is hard. Sometimes we all feel like Sisyphus pushing the rock up the hill. But after thirty...
Four Critical Touch Points – Your Opportunity For Experience Reliability that Differentiates You
Experience reliability is hard to achieve. The root cause of this lies firmly in the fact that there is no reliability in how to...
Build a Customer Room and Engage the Company
Using the Customer Room to drive monthly, quarterly and annual accountability is one of the most robust actions that we have been using to...
Use the Data You Have Now to Build Customer Asset Metrics
When you start building your first version of Customer Asset Metrics, all the data may not be perfectly lined up or organized.Establish your first...
Present Customer Asset Metrics in Whole Numbers of Customers, Not Retention Rates
When I ask executives if they know the volume and value of their new customers and compare it monthly, weekly and annually to the...
Build a Customer Listening Path
In Competency Three (Customer Listening Path), you follow the customer journey stages to create a unified listening path that consolidates aided and unaided listening.1....
Call Lost or Lapsed Customers
When we bring up the idea to leaders that they should call lost or lapsed customers, it is often met with fear and worry.Worry...
Expand Customer Listening with Your Customer’s Unaided Feedback
Unaided feedback provides real-time trending on customer issues as they are occurring. Unaided feedback is the constant flow of comments, insights and issues your...
3 Actions to Avoid the “Beggar” Trap for Chief Customer Officers
As the Chief Customer Officer or Customer Experience Leadership role becomes more prevalent, people in these roles run the risk...
Keep it simple – touchpoint mapping
There are many approaches to doing touchpoint mapping. My recommendation is always to keep it simple. One client told me they had “Visio blindness”...
Name the Stages of Your Customer Journey
When you take on journey mapping, make your first action gaining agreement on the names of the stages of your customer journey. This is...
Align Around Experience to Transform Accountability
Alignment Around Experience (competency 2) is not merely about doing touchpoint mapping. It’s a competency to transform accountability and the language of leaders. And here...
Three CX points that customers share in social media
When you deliver a reliable experience, you earn the right to your customers’ story through word of mouth. And your customers will come back...