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. Have you planned the beginning and ending moments of customer contact? First impressions last the longest. Does it…
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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
What are your customer experience bookends?
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Memory creation is the currency of your brand
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. Are you leaving customer memories to chance? Beloved companies identify the experiences they deliver. They know the memory…
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Decisions that earn customer love
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. Many companies try to copy the actions that result from beloved companies’ decisions. The fact of the matter…
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Your actions tell the story
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. In a world where products and services are available in a hundred variations, beloved companies get a disproportionate…
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Five competencies = engine for growth
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. Here are the five customer experience competencies that will create a reliable customer experience across the organization and…
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3 actions to earn back customer trust
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 apologize, is it genuine? Is this your finest hour? Saying sorry is about accepting accountability. You…
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Is your company humble when it fumbles?
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 delivery of products and services — and in many cases, the creation of them — is a…
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