Jeanne Bliss

3 Steps to Building a New Patient Experience and Communication Framework

How do you lead an organization’s CX when there’s no blueprint for you to follow? Well, you make your own! In today’s episode, Lisa Allen, the first Chief Patient Experience Officer at Johns Hopkins Hospital shares how she combined her experience and knowledge in anthropology…

Go Beyond Surveys to Understand Customers’ Lives

Today, I’m thrilled to bring you an on-the-road edition of my Daily Dose series. I was recently at a special CXPA member event at the Columbus Metropolitan Library, where I spent some time with Alison Circle, chief experience officer of the Columbus Metropolitan Library. Alison brings…

Acknowledge the Customer: Set the Tone with Your Greeting

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work…

Earn Positive Survey Results! Don’t Beg for Survey Scores

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. The following is a lightly edited transcript of the video below. “Thank you for watching this video. After it’s played,…

The State of Customer Experience: 3 Important Stats You Need to Know

Imagine a baby boomer, a Gen X’er, a Millennial, and a Gen Z’er walk into a bar. Sounds like the start of a joke, right? But think about it. How did they each choose the bar? Are they at the same place? What did they…

Are You Stepping Up to the Challenge? Prepare for Disruptions and Adapt to Consumer...

As a CX practitioner, I continue to see how technology ushers in disruptions across retail and other B2C service industries, but I want you to remember that customer behavior is the actual impetus for these disruptions.I thought this concept would be worth briefly discussing (and…

Get Rid of Opportunistic Fees & Improve Customer Experience

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. The following is a lightly edited transcript of the video below. A drink of water from a bottle in my…

4 Steps to Improve Customer Experience At Your SaaS Organization

Have you just become a C-Suite leader for your B2B organization’s customer experience? Or maybe you’re looking to elevate and become a CX leader — if so, you’ll find this episode valuable. We’re revisiting snippets of conversations with previous guests this summer, and in this…

Don’t Make Customers Play the Service Waiting Game

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. The following is a lightly edited transcript of the video below. Does this scenario sound familiar: I’ve had breakfast, lunch…

Must Read: 5 Books with Tips and Techniques to Improve Your Customer Experience and...

I know we’re in August and the Back to School advertisements are making the rounds, but summer isn’t over yet! So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel…

Two CX Leaders Share Frameworks to Improve Customer-Centricity in Their Organization

As we continue to revisit conversations with CX leaders who were previously on the show, today we’re going to explore strategies implemented by two CX leaders at global corporations: Scott Allison, CCO at DHL Supply Chain and Jon Herstein, CCO at Box. Both leaders share…

Customer Respect: Are You Treating Women with Respect?

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. The following is a lightly edited transcript of the video below. There are a few industries that have a hard…

Why You Must Take the Monkey Off Your Customer’s Back

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work…

7 Customer & Employee Experience Tactics to Implement at the Start

This summer, I’m taking a bit of a break to prepare exciting new content for you, and in the meantime, I’m replaying a compilation of some snippets of conversations from past episodes. I know how much you all love when we get straight to the…

Show Patients You Care: A Case Study on Customer-Needs-Driven Design

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. The following is a lightly edited transcript of the video below. As a patient, we want health care to put…

Avoid the Failure to Empathize: Take the Customer Seriously

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. The following is a lightly edited transcript of the video below. Ever been looked at sideways at a car…

4 Steps to Assessing the CX Work That Needs to Be Done at a...

As a CCO at a startup, how do you assess the work that needs to be done to begin the CX transformation? In today’s episode, we’re revisiting conversations with two CCOs who have implemented CX programs from the ground up: Chelsie Rae Lee of SnackNation…

Honor Your Customers: How to Build a Respect Delivery Machine

In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. The following is a lightly edited transcript of the video below. What we…

Building Culture and Customer and Employee Experience at The YMCA

In this episode, I chat with Bob Thomas, the first chief experience officer at The YMCA of the Greater Twin Cities, about establishing a scalable CX initiative at a nationwide non-profit. Many of you may be familiar with The YMCA (the Y), either from your…

Give Trust to Get Trust: Let Two-Way Trust Define Your Actions

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work…

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