Jeanne Bliss: Chief Customer Officer Toolkit

3 Actions to Avoid the “Beggar” Trap for Chief Customer Officers

As the Chief Customer Officer or Customer Experience Leadership role becomes more prevalent, people in these roles run the risk of being put in them prematurely, without ensuring conditions are ideal for success in the role. ...

How to Prevent Flaming out as a Chief Customer Officer

I am an advocate of a set of deliberate activities that evolve and mature leaders’ commitment and actions to embed critical new competencies and enable business transformation. But often this work is jumped into with a plate...

Ten Business Cornerstones to Invest In and Consider This Annual Planning Season

With annual planning season here, don’t just direct financial decision-making. Use this as an opportunity to redirect how your company makes all decisions regarding earning the right to customer-driven growth. To that end, consider these ten cornerstones...

Build Your Customer Room: Drive Customer Experience Focus & Accountability

The Customer Room a very tangible depiction of your customers’ journey with you. The power of the customer room is the visual story telling. That is because it is set up as an experience – a way...

How to Stop Survey Score Addiction: Manage and Honor Customers as Assets

Customers as Assets measure the impact of the end-to-end experience of your business on business growth. It measures what customers actually DID (via their behaviors), versus what they SAY they are going to do (via surveys). Measuring...

To Succeed as a Chief Customer Officer, You Must Know Your Company’s Power Core

The Chief Customer Officer (CCO) job is as much about knowing what motivates people as it is about getting the job done. I find that the keys to motivation lie in understanding the company Power Core. Understanding...

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