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. Umpqua Bank is committed to delivering an experience customized for each customer. Umpqua’s executive vice president of “cultural enhancement”…
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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 customers look forward to seeing you?
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Do you deliver a meaningful apology?
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 are not only good at the apology, they are also adept at making the other four decisions….
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Take this quiz: Is your CEO really committed to customers?
This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See more like this post on her blog. Most Chief Executive Officers outwardly commit to customer loyalty, customer focus, and just plain improving things for their customers. It’s getting them to drive the company…
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Framing the 5 Customer Experience Competencies
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. To make customer experience stick as part of your operation, you need an organized and phased approach for integrating customer experience…
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The need for a Chief Customer Officer: How to prevent customer quicksand
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. We all suffer from silo dysfunction. Silo dysfunction is the inability or lack of collaboration inside the corporate machine to link…
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Why a culture of belief is crucial to customer loyalty
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. Too often in our daily lives, it feels as if businesses hold all the cards. As employees, we are penned in…
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How to guarantee the customer experience
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. Most guarantees put the monkey on the customer’s back to manage a countdown clock on product happiness. They put a limit…
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