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.
Will omnichannel someday die out because of Big Data?
After a few days and posts covering the United Airlines incident, I want to briefly turn attention to omnichannel.You probably know what omnichannel means, but...
A United Airlines Post Mortem Discussion, With Diane Magers – CB48
Episode Overview The United Airlines incident is eventually going to fade from public consciousness, but I wanted to try and address it a few times....
Addressing the United incident, Part 1
I realize everyone and their mother and their mother’s dog walker has weighed in on the United incident by now, but people have been...
Chief Customer Officer in Manufacturing & Distribution With Anne Herman — CB47
Episode Overview Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. If...
How NPS was pioneered at Intuit & Sprint, with Brian Andrews — CB46
Episode Overview Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. We talk about his journey in figuring out...
Unite the silos: The channel-by-channel curse
eConsultancy just put out a guide around customer experience best practices, some of which are detailed in this blog post. Two stats jumped out at...
Vice President of Southwest Airlines Inflight Operations, with Sonya LaCore – CB45
Episode Overview Southwest Airlines has an industry-standard approach to promoting people from within. Sonya LaCore actually began as a flight attendant, rose through many levels...
Customer Experience Labs: Your Strategic Weapon
When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written...
Chief Customer Experience Officer – San Antonio International Airport, With Karen Ellis – CB44
Episode Overview Some people love flying, but many view it as a hassle — and a big part of said hassle is the airport itself....
CX at the World’s Largest Manufacturer of Eyeglasses, With Diana Helfinstine – CB43
Episode Overview Like many of the CCOs I interview on this podcast, Diana took on what was essentially a new role in her organization. She...
How does a customer-focused CEO make decisions?
We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an...
Brainshark B-B Chief Customer Officer Diane Gordon – CB42
Episode Overview Diane has an interesting background for a CCO — she actually began as a technical writer. One of the more interesting aspects of...
The talent strategy side of customer experience
If you’ve been listening to my podcast — I can’t believe we’ve done 41 episodes — one of the topics that comes up a...
Senior VP of AARP Customer Experience, With Jim Pendergast- CB41
Episode Overview I’ve known Jim for many years and regularly cross paths with him, like many in our space. I truly believe those doing customer...
Lyft’s VP of Customer Experience and TRUST, With Mary Winfield – CB40
About This Episode I was really enamored in speaking with Mary. Lyft is a company founded on a specific mission (more here), and her role is...
The Chief Customer Officer Role in Media, With Robert Bridge of Telegraph Media Group – CB39
Episode Overview Media is a business vertical that is beginning to engage CX leaders. The New York Times has a leader of Customer Experience (who...
Boost your internal stakeholders (mostly for free)
“Internal stakeholders” refers to employees. A lot of companies tend to focus most of their attention on external stakeholders, which would typically include customers...
More on the positive ties between good CX and revenue
I wrote a few weeks ago about how good CX is tied to revenue gains. I firmly believe that and preach it to all my...
Developing a New CCO Organization For Dell – During Their Merger With EMC, with Karen Quintos – CB37
Episode Overview Karen Quintos is the EVP and CCO of Dell Technologies, which came about as the result of Dell and EMC merging, which created...
The promising future of CX hiring
I came across this article on Yahoo Finance a few days ago. It’s from PR Newswire and the title is “How Many Customer Experience Professionals...