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…
Archive by Author
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
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
