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.
Move from Silo Based Actions To Customer Journey Based Priorities
All too frequently the customer experience is the unplanned collision of deliverables between the silos. A customer experience that’s knit together through the operation...
CX Competency 2: Align Operations Around Experience
This is the platform work for a customer experience transformation journey. Here you define the stages of the experience and the moments of truth that...
Five Competencies = Engine for Growth
Here are the five customer experience competencies that will create a reliable customer experience across the organization and earn you the right to grow. This...
Where Are You Now in Managing Customers as Assets
Managing customers is not usually placed front and center as a priority like quarterly sales. Without a simplified and focused approach on customers as...
#1 CX Competency to Utilize: Manage Customers as Assets
This is simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. Managing customers as assets is about building passion across the...
Keep Your Focus Across the Silos
The ability of leaders to motivate an organization to think collectively about its purpose and customer-centric focus is critical to your work. Segmenting the operation...
How Reliable is Your Everyday Experience?
Many companies want to leapfrog past the tough blocking and tackling of doing the everyday things right and move on toward loyalty programs. This...
Are You Driving Customer Profitability?
Annual planning is a missed opportunity for driving customer profitability inside the corporate machine. The silos usually pick their projects and plan their budgets...
Why a Unified Cross-Silo Customer Experience is Important
The grand outcome of dueling silos is the random and inconsistent customer treatment delivered to customers. Your organization charts and biorhythmic service emerge most...
Connecting “Being There” and “Reliability” to Junk Removal
For 1-800-GOT-JUNK?, performing a mundane task in customers’ lives is its growth engine. It has become the largest junk removal company based on the fundamental...
Creating the Chief Customer Officer Role
What’s your story for creating the Chief Customer Officer role in your organization? Below is a brief, shorthand description for the Chief Customer Officer. If…
Building Repeatable Customer Experiences
A Chief Customer Officer must embed two new competencies inside the operation: 1. Customer Experience Reliability - Resolving issues that create irregularity and lack of reliability in your customer...
How to Build a Bond with Your Customers
“Deciding to be there” begins with learning about your customers’ lives and their needs, then building a solution from their point of view. Companies that...
If Sales is Your Power Core, Have You Created a Defector Pipeline?
When sales is the power core, the sales force is a well-oiled machine that knows how to target customers and close sales. To get customer...
Are You Making Recovery Calls to Customers that Left You?
Every business has customers who have departed. There are a variety of reasons that prompt departure. How you react to the departure will either validate that...
Deliver a Reliable Experience, Not an Organization Chart
It’s an everyday charge up the hill to be there for customers in ways that are important to them. You need to unite the...
Are You Building a Partnership with Your Company’s Power Core?
Understanding your company’s power core is a crucial step in knowing how to proceed with your customer agenda. It will illuminate why, based on the...
Are Customers Telling Your Story?
When customers love you for what you do and how you do it, they will tell your story. They want others to know about your...
What Decisions Make You a “Beloved Company”?
Beloved companies know they are defined in the fleeting moments of a customer interaction. They know the actions that come from their decisions indicate what...
How to Make Decisions to Tell the Story You Want Told by Customers
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 to...