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.
Do You Encourage Flexibility and Gut?
When The Container Store was building their business in 1978, founders Garrett Boone and Kip Tindell wanted to encourage their employees to go the...
Do You Take Yourself Too Seriously?
Trader Joe's founder Joe Coulombe owned a small chain of convenience stores in Los Angeles during the early 1970s, but began struggling from the...
Growth = Customers Telling Your Story (Instead of You Telling It)
When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then customers will begin to grow your...
Have You Earned the Right to Grow?
It's an everyday charge up the hill to be there for customers in ways that are important to them. Beloved companies gladly decide to...
Can You “Jump a Fence” to Serve a Customer?
The silos often get in the way when we are serving customers. We deliver a broken up customer experience when the data does not...
The Power of Suspending Cynicism in Business
In uncovering the intention and motivation of beloved companies, what becomes clear is that these companies defy traditional practices. They resist restricting customers...
Do You Walk in Your Customers’ Shoes?
How you engage your team in knowing and understanding the lives of your customers is one of the things that differentiates the "beloved" companies...
What’s Your Promise?
Does It Live Consistently Across Your Company? Clarity of purpose extends well beyond the boardrooms of beloved companies. It unleashes the organization's imagination to make...
Why You Need Clarity of Purpose
Companies beloved by their customers, those that are true and authentic, work hard every day to resist the pull of "normal" business practices to...
What’s Your Customer Magnet?
By understanding what motivates its "fashionista" customers, Zara has changed the definition of success in fashion retail. Customers make an average 17 annual store...
Do Your Employees Feel Trusted?
The Container Store, which provides storage and organization solutions through an "uber" friendly and helpful retail experience, is a privately held company. Over 3,300...
Do Your Employee Ideas See the Light of Day?
A garment made with W.L. Gore products is probably hanging in your closet somewhere at your home. It's nearly impossible to buy a ski...
Why a Culture of Belief is Crucial to Customer Loyalty
Too often in our daily lives, it feels as if businesses hold all the cards. As employees, we are penned in by rules...
How Decisions Impact Customer and Company Growth
There is an effect that noble decisions have on a company, its people and its customers. The decisions always seem to find a way...
What Decisions Say About Business Values
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...
How to Make Decisions to Earn Customer Devotion
Decisions that earn customer love are not easily reached. Many companies try to copy the actions that result from beloved companies' decisions. But to...
Five Decisions that Grow Customer and Employee Devotion
As customers and employees, we crave what the beloved companies deliver. Beloved companies enable people to decide and act from a corner of their...
Beloved Companies Enable Great Decisions
Giving back to the people who had become the face and personality of Lands' End was the intent behind Gary Comer's decision to build...
Deliberate Decisions Grow Business Prosperity
A great privilege of my professional life is to have been a part of turning the wheels behind some of the most beloved decisions...
How to Be a Beloved Company – Inside and Out
As it turns out, there is a connection between doing the right thing and the Golden Rule. Donald Pfaff has proven that we are...