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.
Skills that Drive Culture Change for the Customer
There are skill sets specific to driving culture change that need to be present when doing this customer experience work. They are not obvious...
Are You Aware of the Customer Experience Execution Chasm?
When considering if the Chief Customer Officer should lead from customer service or marketing, an execution chasm will exist with either choice. This is...
Are Your Customers Slipping into Customer Quicksand?
Silo dysfunction is the inability or lack of collaboration inside the corporate machine to link together what it does for and to the customer....
Is Your Company Beloved?
Answer ten questions to determine how close you are to being a beloved and prosperous company: Is Your Company Beloved? Do customers grow your business?When...
Spa Technicians? No! Customer Escape Artists? Yes!
Clarity of purpose means having a definition of what experiences you will deliver. You know the memory you want customers to have and you...
Why Customers Smile at Chick-fil-A
Stopping by the drive-through to buy a sandwich at Chik-fil-A feels like a joyful event. That's because the people at the drive-through window are...
Beloved Companies Deliberately Build a Culture of Belief
Beloved companies believe their customers. Its the intent and motivation – the "what" and "why" behind decisions that bond people with companies. Think of customers...
Have You Implemented Customer Listening Accountability?
Implementing customer listening accountability is prescribed often, but very few do it well. Every piece of incoming feedback has to have an operating area that...
Do You Consider Your Customers an Asset or a Cost Center?
Do you develop a customer relationship by nurturing an investment that will grow? Take Action:Growing Customers as the Asset of Your BusinessFive Answers Every CEO...
Who is Listening to Your Customer?
Often when a company talks about "listening" to customers, that notion is immediately collapsed into a "voice of the customer" (VOC) program. That is...
Three Actions to Build an Organization With Clarity of Purpose
Memory creation is the currency of your brand.Follow these actions to begin to embed "clarity of purpose" into your business. 1. Establish your priority bookend...
Customers Remember Your “Hello” and “Goodbye”
We know through social media that customers remember your "hello" and "goodbye."Are you deliberate in the memories you deliver at the beginning and ending...
How Belief as a Core Competency Drives Business Growth
"I Believe You" – three of the most powerful words in business.When embraced in business these words unleash optimism, enthusiasm, imagination, and...
How Clear Are You on the Memories You Want to Deliver?
If I asked ten people in your company to describe your customer journey and its priorities, how many answers would I receive? Are you executing...
Do You Hire People Who Fit the Soul of Your Company?
Amy's Ice Creams in Austin Texas give applicants a white paper bag which they must convert to something which shows their creativity.Because Amy's knows...
Are You Hiring Partners or Filling Positions?
Do you screen potential hires for core values?Do you know culturally who will fit and who will not fit?When you grow through Mergers and...
Connect the Disjointed Customer Metrics
A mess of disjointed metrics don't add up to a good experience for customers. Disjointed goals and metrics result in the erosion of the...
Being There for Customers Fuels the Prosperity of Beloved Companies
Beloved companies "earn the right" to grow. Their experiences are reliable Their people can be counted on Their experiences are built with customers in mind…
When Your Service Providers Change, Do You Provide Experience Continuity?
If one customer's account moves from one provider to another, do customers feel like they have to push the restart button?Continuity of service builds...
Do You Start with the Product or Your Customer?
At Lands' End we gave customers a guarantee to drive our own reliability.But we also imagined customers' lives. That is what drove the...