Jeanne Bliss

How One B2B Software Company Shifted Its Mindset to Unlock Growth

How must we examine the complete customer journey to understand the underlying drive of customers? How can we use that customer journey to develop digital products that better meet their needs? In this episode, Mark Bartlett, Chief Experience Officer at FPX, chats with me about…

Turn “Gotcha” Moments into “We’ve Got Your Back” Moments

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…

Enabling Graceful Departures: A Casper Case Study to #MakeMomProud

“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we understand.” “Try our bank for a little while, and if you don’t like how we help, we will send...

Leveraging the Power of Collaboration for a Telecomms Customer Experience Implementation

“I think the power of collaboration and people talking together and sitting together shouldn’t be underestimated,” says  Charlotte Dunsterville, Chief Customer Officer of Sure International Telecom, a mobile, fixed and enterprise telecommunications supplier in Guernsey, Jersey and the Isle of Man, part of the Batelco...

8 Thought-Provoking Interview Questions Every Chief Customer Officer Candidate Should Ask

Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO.You may have a...

Defining the Chief Patient Experience Officer Role at Cedars-Sinai Hospital

How do you define patience experience in a hospital? In today’s episode, I speak with Alan Dubovsky, Chief Patient Experience Officer at Cedars-Sinai, who talks about how a hospital stint in his youth led to a lifelong obsession with healthcare; specifically, how you get...

How Does Best Buy Combat High Turnover and Digital Competition? Investing in Employee Experience

Is your organization taking the time to improve its employees lives? When you improve the lives of your employees, you’re also taking the right steps to improve the lives of your customers.In an article recently featured in Retail Drive, “Why Best Buy is Investing...

How to Create Power Moments That Rise Above The Rest with Dan Heath

“Our customers’ lives and our lives are made up of moments,” says Dan Heath, co-author of The Power of Moments: Why Certain Experiences Have Extraordinary Impact in today’s episode. Do you think about how you can create remarkable moments for your customers? Dan and I talk about...

How Leadership Impacts Customer Service and Experience at Samsung Electronics America

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives, the VP of Customer Experience Management and Strategy at Samsung Electronics America. Josh has always been interested in the relationship between marketing and services. Josh’s...

Remembering Diana Helfinstine and Her Commitment to Customer-Driven Growth at Essilor

We recently learned that a good friend of ours and member of the Customer Experience Professionals Association, Diana Helfinstine, VP of Customer Experience at Essilor, the world’s largest manufacturer of eyeglasses has passed away. In tribute to Diana, who has been a pillar in the...

Pioneering Customer Experience in Healthcare at Cleveland Clinic

Being empathetic and engaged are core parts of the patient and caregiver experience at Cleveland Clinic. Dr. Adrienne Boissy, a neurologist and the leader of the patient, caregiver, and family experience at Cleveland Clinic, shares the path to embedding customer experience into a healthcare...

Lead with Purpose; IKEA Founder Ingvar Kamprad Leaves Behind a CX Legacy

Ingvar Kamprad, Founder of IKEA, recently passed away in Sweden, leaving quite a legend behind him. IKEA, the beloved furniture store not just for Americans, but for people all over the world, first came to the United States in the 1980s, slowly revolutionizing the way...

Your Live Chat Should Create Customer Convenience Not Dissatisfaction

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018, comparing results from 2017 t...

Whats the Key to a Strong CX Foundation? Be Obsessed with Your Customers

 Is your company customer obsessed? If not, it should be! Tamar Cohen, Head of US Customer Experience for Zoetis, a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up.…

CVS Decides to “Keep it Real” with Customers By Banning Photoshopped Images From Beauty...

My mission throughout my career has been to highlight companies that choose to grow by honoring the lives of customers and employees. It’s been the basis behind my book, “I Love You More Than My Dog,” in which I highlight companies that base their...

Leadership and Crafting the Customer Experience in Consumer Goods with Kathy Tobiasen

Overview “I have a passion for customer service and customer care, and I know that I have high expectations.” says Kathy Tobiasen, VP of Customer Experience at The Nature’s Bounty Company. “When I give a company my money. I expect to be treated a certain way...

Problem Solving and Customer Experience Transformation in the Australian Postal System with CCO Christine...

Overview How do you transform customer experience within the postal service – an industry that affects the whole nation? In this episode, Christine Corbett, a hybrid CCO of Australia Post, shares how she’s using her background in operations and communications to unite the organization and reinvent...

Take Action Against These 4 Culprits That Hinder Customer Experience Growth

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. According to an AdAge article from 2016, this position has been on the rise since the early...

How CMO Leadership is Expanding to Include Both Marketing and Customer Experience Transformation –...

Overview How do you drive transformation in the highly regulated financial industry? In my conversation with Isabella Lau, who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella...

My Rock, My Story: How Airbnb Uses Customer Listening to Determine Goals

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing...

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