Archive by Author

About Jeanne Bliss

As “Chief Customer Officer” for Lands’ End, Mazda, Coldwell Banker, Allstate, and Microsoft, Jeanne got “customer” on the strategic agenda, earned 98% loyalty rates, and changed experiences across 50,000-person operations. Jeanne now runs CustomerBliss to create an actionable path for profitability and business growth -- through earning customer and employee raves. Her best-selling books are Chief Customer Officer and I Love You More than My Dog: Five Decisions that Drive

3 actions to build the front line customer experience

This is a guest post from Jeanne Bliss — customer experience expert and author of “Chief Customer Officer 2.0.” See the original post this is adapted from and more like it on her blog. Attitudes and actions embody what is behind beloved companies. They take what informs their personal decisions with them into business. Here…

Read More Comments Off on 3 actions to build the front line customer experience

Gain consensus on your moments of truth and inspire customer experience creativity

This is a guest post from Jeanne Bliss — customer experience expert and author of “Chief Customer Officer 2.0.” See the original post this is adapted from and more like it on her blog. Do you have consensus on how to define the experience you deliver to your customers? Do you have consensus on the…

Read More Comments Off on Gain consensus on your moments of truth and inspire customer experience creativity

Engage the ranks of your company to hear your customers’ words

This is a guest post from Jeanne Bliss — customer experience expert and author of “Chief Customer Officer 2.0.” See the original post this is adapted from and more like it on her blog. Often when a company talks about “listening” to customers, that notion is immediately collapsed into a “voice of the customer” (VOC)…

Read More Comments Off on Engage the ranks of your company to hear your customers’ words

Leaders: Set the tone and give “permission” to be real

This is a guest post from Jeanne Bliss — customer experience expert and author of “Chief Customer Officer 2.0.” See the original post this is adapted from and more like it on her blog. Beloved companies aren’t afraid to be themselves. They give employees permission to drop the “corporate veneer.” They encourage employees to take…

Read More Comments Off on Leaders: Set the tone and give “permission” to be real

Evaluate how real you are in the moments of connection

This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. Companies that customers love work hard not to lose their personality — not in their products, not in…

Read More Comments Off on Evaluate how real you are in the moments of connection

10 questions to help measure a “beloved company”

Customer experience expert Jeanne Bliss explains what 10 things make a company so lovable it gives them a competitive edge. She also shares why earning your customers’ love takes making proactive decisions.

Read More Comments Off on 10 questions to help measure a “beloved company”

3 actions to build a culture of “belief” in your organization

This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. Take action to make “believing” a core competency in your organization and culture. Read More: Do Your Employees…

Read More Comments Off on 3 actions to build a culture of “belief” in your organization

Customers tell your story and grow your business

This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then…

Read More Comments Off on Customers tell your story and grow your business
Featured Downloads

9 Things to Share That Start Conversations

Use the examples in this guide to help inspire ways to make your message more portable and shareable.

Read More

3 Must-Use Word of Mouth Marketing Tools

These tools will help you kick off any word of mouth campaign no matter what topic, industry, or budget.

Read More

The Top Four Tips for Multiplying Your Word of Mouth

These tips can help you get your marketing to do more work without a lot of extra effort.

Read More

10 Ways to Turn Around Negative Word of Mouth

The most effective ways to stop negative WOM with examples from Zappos, FedEx, Dell, and more.

Read More

The New Topics Worksheet

All word of mouth starts with a topic of conversation — a simple, portable, repeatable idea that gets people talking.

Read More

The Word of Mouth Action Plan

Create a complete word of mouth marketing plan using this worksheet’s eight simple steps.

Read More