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About Spike Jones

Spike Jones is a results-proven communications professional, specializing in digital and offline word of mouth marketing. With more than 15 years of experience, the career path goes something like this: Baylor University; a decade at Brains on Fire; SVP of the Customer Experience team at Fleishman-Hillard; Group Director, Engagement at WCG; and now SVP, Managing Director SW Region at Edelman Digital. Spike is also a co-author of the book Brains on Fire: Igniting Powerful, Sustainable, Word of Mouth Movements.

Is your trusting cup half full or half empty?

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. I believe you. Those three words show trust, honor, and respect. Beloved companies decide to believe. Trust and belief are cornerstones…

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Do you obsess about the critical moments of connection with 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. Companies that customers love work hard not to lose their personality — not in their products, not in their service, not…

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What’s your service magnet?

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. How can you take what you know about your customers: their emotions, priorities, challenges, and needs to show that you want…

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The Chief Customer Officer job description

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. This is a brief, shorthand description for the Chief Customer Officer. You can use this as the starting point for a…

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Honor what customers care about

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. CustomInk is a $70 million T-shirt shop that prints custom T-shirts for family reunions and group and business events. Because…

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3 actions to battle customer experience fatigue

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. There is now a dizzying proliferation of content, information, and resulting confusion for a leader trying to understand “customer experience.” There…

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Word of mouth builds the business: staffing your store to spread the word

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. Amy’s Ice Creams in Austin, Texas, is beloved for two things: the ice cream and the floor show. They are the…

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The Customer Experience Officer: Human Duct Tape to Connect the Silos

Continuing with our week focused on how big brands are earning word of mouth, here’s a guest post from author and CustomerBliss founder, Jeanne Bliss. You can meet Jeanne and learn a ton about earning customer love at the CXPA‘s Members Insight Exchange in San Diego June 19-20. Why does it take such a push to…

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