Jeanne Bliss

How Johnson & Johnson Creates Value for Customers and Employees

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg, the first global chief customer officer at Johnson & Johnson. Chester shares that he was approached for the role because there was an…

Nurture Customer Rescue Artists

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…

The Importance of Closing the Feedback Loop: A Discussion with Dropbox’s CCO

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan, chief customer officer at Dropbox, a SaaS company that offers file storage and collaboration solutions to both individuals and companies. With a background in sales and marketing, Yamini spent…

Reward Employees for Congruence of Heart and Habit

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…

3 Steps to Implementing a Stellar Customer Experience at a Startup

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart, global vice president of Culture & Experience at Selina, about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Selina is a startup platform that connects people to…

Earn Your Place in the Story of Customers’ Lives

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…

How Exemplis Commits to Company Culture and CX Improvement

“The caliber of the team here is remarkable, and I’ve never seen anything like it. So, that was the reason why I decided to join them. Now it’s been a little under two years, and I still feel the same way,” says Aurelia Pollet, the…

How to Show Up as a Caring Company

In lieu of a regular Daily Dose video, I want to share with you 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…

How to Build Your Customer Success Forecasting System with Eleanor O’Neil

“I was really looking to achieve an experience that was elegant. I’m a big believer in that,” said Eleanor O’Neil, regarding her decision to create a customer success forecasting system. Eleanor is the Chief Customer Experience Officer at Workshare, a ...

3 Actions to Take to Honor Customers as Assets

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…

How DHL Became More Customer-Focused, with CCO Scott Allison

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison, the Chief Customer Officer of DHL’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.DHL…

Strategies for CCO Success in Startup Companies with Rosalyn Curato

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato, CCO of Allovue, a startup EdFinTech (education financial technology) company, knows how to leverage this skill. In today’s…

Make Customer Delight About Delivering Value with Jon Herstein of Box

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein, Chief Customer Officer at Box, a cloud content management company that serves about 90,000 customers. Jon goes on further to say that delighting the customer is insufficient if they’re not receiving value from…

How to Evaluate CCO Positions: 5 Steps to Ensuring the Right Fit

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…

How to Improve Customer Experience at a Fast Food Restaurant with Fernando Machado of...

“The expectations of people, thanks to technology, are different. You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s tra...

A 3-Stage Approach to Your Company’s New Customer Experience

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting, Vice President of Customer Experience at TECO energy, shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. TECO is a…

How A Legacy Organization Embraces Digital Media to Engage Audiences in a Meaningful Way

How does a legacy organization integrate digital media in a way that facilitates a meaningful customer experience? Todd Unger, Chief Experience Officer and Senior Vice President of Physician Engagement at the American Medical Association (AMA), shares insights, and lessons he’s learned along the way, while…

4 Tactics to Building and Managing Customer Success with Allison Pickens

One of the things I like most when talking to people about their career journeys is understanding how the skills they’ve learned along the way help them succeed in their current leadership role. Sometimes, my guests are surprised at how their trajector...

3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze, Founder, Chairman & CEO of the Capella Hotel Group, and Co-found...

3 Steps to Telling a Robust Customer Journey with Chelsie Rae Lee of SnackNation

Does your organization have a system in place for measuring customer churn? In today’s episode, I chat with Chelsie Rae Lee, Senior Vice President of Customer Strategy at SnackNation, a subscription service that delivers snacks to homes and offices. In this sense, SnackNation is a B2B2C company,…

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