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. At Lands’ End we gave customers a guarantee to drive our own reliability. But we also imagined customers’ lives….
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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
Do you start with the product or your customer?
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Skills that drive culture change for the 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. There are skill sets specific to driving culture change that need to be present when doing this customer experience…
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Do you trust your customers and employees?
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 believe their customers and employees. This trust enables a company to encourage innovation and partnership. A beloved…
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It’s more than action, it’s intent and motivation
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 is…
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Are your customers telling a beloved-company 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. Beloved companies blend commerce with their humanity, they blend their personal lives with their business lives, and they make…
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Beloved companies deliberately build a culture of belief
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 believe their customers. It’s the intent and motivation — the “what” and “why” behind decisions that bond…
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