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.
Why Annual Planning Hurts Customer Profitability
Annual planning is a missed opportunity for driving customer profitability inside the corporate machine. Ah, the joy of the annual plan. Those...
3 CCO Tools to Reduce Dueling Silos
You can recognize disconnected silo agendas at work when short-term revenue requirements compromise long-term revenue efforts. It's when lack of clarity on what's really...
The Chief Customer Officer Job Description
This is a brief, shorthand description for the Chief Customer Officer. You can use this as the starting point for a job description, modifying...
The 5 Customer Experience Competencies
As has been the case with nearly every incarnation of customer focus activity, this focus on "experience" is inadvertently randomizing corporations, sending people out...
3 Sobering Facts About Cross-Silo Customer Treatment
The grand outcome of dueling silos is the random and inconsistent customer treatment delivered to customers. It is our organization charts that emerge most...
Rate Your Customer Experience Progress: Why Customer Efforts Fail – Signs to Look For and Avoid
If you have tried repeatedly to get a focus on customers, customer loyalty and customer profitability inside your organization with less than stellar results,...
Start Managing Customers as an Asset
Organic customer growth drives long-term profitability. So why isn't it as important to you as quarterly sales goals? This is where the customer...
2 CCO Priorities: Experience Reliability and Experience Innovation
The best "Chief Customer Officer" or "Customer Experience Officer" is a strong leader inside the organization who is respected for running a good, successful...
The CCO: Human Duct Tape to Connect the Silos
Why does it take such a push to wrap the focus of a company around the customer as the source of their revenue and...
Do You Believe Customers are an Asset
How Zane's Cycles Grows because they know and respect the lifetime value of their customers. With only one retail location, Zane's Cycles of Connecticut is...
Do You Need a Chief Customer Officer?
CEO's no longer need to be convinced of the importance of developing relationships with profitable customers and keeping them around. What they need now...
CustomInk Fuels Revenue Growth By Putting Uncensored Customer Reviews On Their Home Page.
In this era of social media, companies who embrace customer feedback and "believe" the words of their customers earn the right to growth. They...
Hire in Haste. Repent in Leisure.
Creating a Customer Culture Starts with Hiring. You've got to know your higher purpose in customers' lives. You've got to know what you stand...
Want to make sure your Customer Experience Work Stays on Track? Manage these Seven Inhibitors of Customer Experience Work...
1. Starting with a mantra, not an action plan. a. Often companies decide that they want to get some early traction by telling everyone to...
Help the Front Line Right the “Wrong”
Give customers peace of mind Alma Rettew bought a holiday gift for a friend, and asked L.L. Bean, whom she bought it from, to get...
5 Questions Companies Must Tackle To Attract & Retain Customers (Part 1)
The best leaders in my life asked more questions than they gave answers. Too often we jump to prescribing. We feel we...
Honor What Customers Care About
CustomInk is a $70 million T-shirt shop that prints custom T-shirts for family reunions and group and business events. Because actual people at CustomInk...
Companies Grow (or Shrink) Based on How and When They Apologize
Netflix, the DVD-by-mail service with over 10 million subscribers experienced a severe technology glitch in August 2008 that interrupted and halted shipping of DVDs...
Building a Company of R E S P E C T
The Headsets.com experience is defined by the attitude of the customer service rep you reach when you call, and how you feel when you...
Recipe for Growth: Eliminate Silos, Be Fanatical, Stay Focused on Culture.
San Antonio–based Rackspace grows by imagining the life of their IT manager clients. And that means making it easy to get help, support, and...