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.
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...
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...
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. ...
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...
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...
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...
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...