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.
Can You Suspend the Fear and Say “Sorry”?
It's a given, at some point your business will suffer a failure that disappoints customers. How your company reacts, explains, removes the pain, and...
Know Your Lost Customers – the Volume, Value and Reasons Why
Call it what you want – the revolving door theory or the leaky bucket approach. You must reconcile "Customers In" with "Customers Out" to...
How Do You Recover Customer Goodwill?
When things go wrong, are you nimble enough to:1. Spring into action2. Identify the issue3. Plan a recovery4. Implement the plan within a day?...
Do You Want to Be Loved by Customers?
Do you want to be loved by customers? Imagine customers in their lives. Get to know them. Understand what is important to customer and...
Beloved Companies Deliver What Customers Desire
The Journal of Consumer Research says in its article, "The Fire of Desire: A Multisited Inquiry in Consumer Passion," that "there is spreading consensus...
The Power of Public Accountability
One of the most rewarding accountability forums is the customer room, which has four goals: Drive continuous learning about the impact the company has on...
Growing Customers as the Asset of Your Business
In order to have guerrilla metrics mean something, you have to make them part of the everyday language of the corporation. You need to...
5 Answers Every CEO Should Want to Know
The perennial cry from CEOs around the globe is that they are focused on their customers. It's their A-#1 mission. Everything emanates from...
Beloved Companies Outperform the S&P 500
Be·lov·ed: Adjective: greatly loved; dear to the heart. A beloved company is financially prosperous. And we have the financial data to prove this. Do I…
Annual Planning Checklist: 10 Actions of Beloved and Financially Prosperous Companies
With annual planning just around the corner, here are 10 actions that you and your organization should invest in to exponentially increase customer loyalty...
How to Become a Customer Action Hero
All the money in the world that you throw at that Net Promoter™ survey won't do any good if there's not a commitment...
You Know Your Net Promoter(c) Score. Now What?
In twenty five years of working with leaders and business to focus on customers…what I've learned is often that the score is the end...
The Apology Peace Process in Health Care
Companies that are beloved don't take apologizing as admitting defeat. It's part of the journey toward becoming a better company. When done well, an...
How You Say Sorry
I can admit to you that finding a set of apologies to learn from was a more difficult task than I could have imagined....
Do You Deliver a Meaningful Apology?
Beloved companies are not only good at the apology, they are also adept at making the other four decisions. All decisions contribute to the...
Do You Believe Customers and Employees?
Inside the beloved companies, they decide to believe. Trust and belief are cornerstones of their relationships. By deciding to trust customers, beloved companies are freed...
What’s Your Reaction Time in a Crisis?
Johnson & Johnson remains the beacon for apologizing well. In a 72-hour period, starting September 29, 1982, seven people died in the Chicago land area...
Are You There for Customers?
It's an everyday charge up the hill to be there for customers in ways that are important to them. Beloved companies gladly do the...
Do You Provide Continuity of Service?
At Edward Jones, experienced financial advisors give away a portion of their accounts to help their newest colleagues get started. Freshly minted advisors are...
Are You Transparent with Your Customers?
Griffin Hospital wanted to have no secrets between themselves and their patient "customers," so they decided to make medical records available to patients and...