Jeanne Bliss

Mining the Gold: Listen Hard to “Detractors”

Do you ever get on the telephone with customers who have either left your firm or show up as detractors in surveys? At one company I worked with, executives got on the line and got some amazing insights. When you're working on a strategy...

Holding Promoters Close: The Key to Turning Advocates Into Your Strongest Marketing Force

Once you know your "Promoters," the goal should be to bring them into the fold of your business. Think of this group of zealots as your internal advisors and the most important marketing arm of your company. If they truly do "love" you...their...

We Know Our Net Promoter Score. Now What?

In 25 years of working with leaders and business to focus on customers...what I've is often that the score is the end game. First it was garnering a great 'satisfaction' score, then one for 'loyalty,' followed by 'experience,' and now Net Promoter™. ...

Connect the Dots From Product to User Experience

Macs and iPods have legions of fans. But Apple has done something else with its Apple Stores. It has wired in the experience of its stores to make them destinations. They are like Starbucks for teenagers. They have become destinations because the experience is...

If You Just Count Customers as “Speed Kills,” You’ll Kill Your Business Growth

Organic customer growth drives long-term profitability. But without up-to-date information trending profitable versus non-profitable customers and issues driving the best customers away, CEOs and their businesses are unable to manage customers as assets. As internal leaders of each silo report and recommend customer actions separately,...

Advice to the Chief Customer Officer: Beware the Silos

For most organizations, annual planning is a time when each line of business or silo hunkers down inside its own operation to determine priorities and budgets for the following year. And this is exactly why companies continue to make less-than-stellar advances on the customer front....

Guerrilla Metrics: Power the Customer Onto Your Corporate Agenda

Can you hear that? It's the shot being fired into the air by CEOs the world over saying that they want focus on the customer. CEOs now know that customer profitability is the Promised Land, the final frontier of validation that they're running their...

New Posts