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. Your apology is your humanity litmus test. It is unavoidable that at some point, your business will suffer…
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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
When things go wrong, customers see you in the recovery
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10 things companies with loyal customers do
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. Beloved companies know that the outcome of their decisions and their actions reveal who they are and what…
Begin cultivating the long-term customer relationship
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. Customers are assets to be cared for and nurtured. Beloved companies are always aware of how their assets…
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Does your apology mean anything to your customer?
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. Remember when you were a kid and your brother or sister punched or pinched you? Sure, he or…
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Let the front line be human
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. The front line has been programmed to get a certain output. It might be closing the call within…
Why do you track customers’ referrals?
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. Consider the customer referral as the true money question; it’s the final frontier of loyalty. If your customers…
Five actions worth repeating: The apology peace process
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 are beloved don’t take apologizing as admitting defeat. It’s part of the journey toward becoming a…
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