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.
Measure the Profitability of Customer Accounts, Not the Number
Organic customer growth drives long-term profitability. So, why isn’t customer profitability as important to you as quarterly sales goals? This is where the customer commitment...
Eliminate Clashing Silos from the Customer’s Experience
The fact of the matter is that it’s the unusual organization that’s set up to let people think and act collectively on behalf of...
What Story Has Been Created by Your Decisions?
Making the right decisions to tell a story you’re proud of begins with holding up a mirror to yourself and your organization. You need...
Five Actions to Grow Your Business
Customers’ nerves are raw. Nearly every interaction tests them now. Become the company that steps up with kindness, action and empathy. Just like a...
Taking the Reliable Experience to Differentiation
The experience you gain by working through the customer experience competencies and holding people accountable to customer metrics and accountability forums will condition the...
The Value of Customer Math in CX Reliability
Managing customers as assets is about simple customer math:Incoming Customers minus Outgoing Customers = Net Growth or Loss.It’s the first step to “customer experience reliability,”...
Do You Have “Lightening Rod” Clarity of Purpose?
Beloved companies begin with a notion, an idea fueled by passion about their greater purpose for improving customers’ lives. It doesn’t matter if they are...
How to Build a CX Structure to Influence Change and Drive Action
Once a company determines the CX influencer strength (where the CCO will report), its time to identify what structure will work best within the...
Where is the CX Influencer Strength?
There are three variables that drive where the customer leadership role can successfully reside and to whom it should report: 1. Leader commitment2. Understanding of...
Memory Creation is the Currency of Your Brand
Are you leaving customer memories to chance? Beloved companies identify the experiences they deliver. They know the memory they want customers to have, make decisions...
What are Your Customer Experience Bookends?
Have you planned the beginning and ending to moments of customer contact?First impressions last the longest. Does it create the ideal first opinion of...
Connecting the Five CX Competencies
The customer experience that gains the most confidence with customers is to get the basics right. First, you must earn the right to customers’...
Owning the Customer Agenda
The tried-and-true formula we’ve all seen when there’s a problem area in a company is this: hire someone, staff up, and let them run. But...
CX Competency #5: Leadership & CX Culture
Competency #5 is about communication, leadership and organizational dynamics. The most successful customer experience companies address the customer experience across the silos. How are leaders...
Involve Executives in the Customer Loss Review
In addition to knowing the number of lost customers, you need to know the reasons why customers left so you can drive change across the business....
How to Bring the Organization Together to Think “Experience”
Counting on a leader to naturally switch from driving the business from a quarterly sales perspective one day to thinking all things “customer” the...
Gain Reliability with Accountability
Managing accountability for what you’ll deliver to customers is not rocket science, but it is overwhelming. An important element of driving accountability for customer...
CX Competency 4: Customer Experience Reliability
Once you have done the foundational work of identifying your stages of the experience (CX Competency 2: Align Experience Around Operations) and have identified...
CX Competency 3: Customer Listening
Every day customers tell you about what’s broken and what’s getting in the way of their wanting to do more business with you.Every day...
Have You Removed the Inhibitors to Your CX Success?
To make sure your customer experience work stays on track, you need to constantly manage these seven inhibitors of customer experience success: Inhibitor 1: Starting...