Shows
All Things Considered CX with Bob AzmanJeanne Bliss, Founder CustomerBlissA Pioneer. A Legend. A Passionate Leader. I am so pleased to welcome Jeanne Bliss to the 100th episode of the All Things Considered CX Podcast with Bob Azman. Jeanne, CEO and Founder of Customer Bliss, guides companies to the achievement of business growth through leadership bravery and elevated business practices. She is known globally for transforming business to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Bliss' 5-Competencies for customer-driven growth have been adopted around the world, and her 4 best-selling books on customer experience a...2023-12-1136 min
Listen To A Uplifting Full Audiobook On Your Commute.Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne BlissPlease visithttps://thebookvoice.com/podcasts/1/audiobook/710647to listen full audiobooks.
Title: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine
Author: Jeanne Bliss
Narrator: Christine Marshall
Format: Unabridged Audiobook
Length: 7 hours 12 minutes
Release date: October 17, 2023
Genres: Marketing & Advertising
Publisher's Summary:
A customer experience roadmap to transform your business and culture. Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of...2023-10-177h 12Listen to the Best Full Audiobooks in Business & Economics, Marketing & AdvertisingChief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne BlissPlease visithttps://thebookvoice.com/podcasts/1/audiobook/710647to listen full audiobooks.
Title: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine
Author: Jeanne Bliss
Narrator: Christine Marshall
Format: Unabridged Audiobook
Length: 7 hours 12 minutes
Release date: October 17, 2023
Genres: Marketing & Advertising
Publisher's Summary:
A customer experience roadmap to transform your business and culture. Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of...2023-10-177h 12
CX ConversationsPutting People Above Process | Jeanne BlissRevisiting one of our previous episodes, we talk with Jeanne Bliss, founder and CEO of Customer Bliss. We talked about her book that explains her philosophy on customer experience. Too often we are watering down or over complicating customer service. Jeanne explains her thoughts in a way that can help any company no matter size. Jeanne also offers a link to the first chapter and quiz to her book for our listeners. Would you do that to your Mother? 2:14How to start Enabling Employees 7:53Don’t make me feed you Soap 11:58Pillars 3 and 4 14:10“Do y...2021-12-0920 min
Reimagining The Contact Center - with Marc BernsteinWhy Journey Maps Are Dead w/ Jeanne BlissJeanne and Marc discuss why customer journey maps are actually sales pipelines and should be replaced with goal maps. Jeanne tells the story of her dad, who retired with a three-block-long line of customers wishing him well.
Jeanne Bliss is a global leader, keynote speaker and 4x bestselling author on experience leadership & customer-driven growth. She is also a cofounder of CXPA.org.
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Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/
Learn more about Balto: balto.ai2021-09-2345 min
Reading For SuccessAuthor Interview with Jeanne Bliss on Chief Customer Officer 2.0Thanks so much to Jeanne Bliss for taking the time to talk about her book, share her perspective on how to earn the role of Chief Customer Officer, and fill us in on what she's working on next!If you're interested in Jeanne's work, check out her website...Customer Bliss Website2020-10-1309 min
Avtex Experience PointsEp. 6 - Jeanne BlissJeanne Bliss guides companies to the achievement of business growth through leadership bravery and elevated business practices. She is known globally for transforming business to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Bliss' 5-Competencies for customer-driven growth have been adopted around the world, and her 4 best selling books on customer experience and leadership are the guidebooks of the CX Profession. Jeanne Bliss has delivered over 1,500 transformative keynotes globally, has coached over 20,000 leaders on leading to elevate their company in the marketplace, with sustainable growth. Jeanne Bliss is...2020-10-0943 min
Science of CXCreating Customer Memory Impressions with Jeanne BlissIn this episode of #ScienceofCX, Steve and Angela caught up with the very busy Jeanne Bliss of Customer Bliss and had a wonderful conversation about her views on Customer Experience. Jeanne is known as the Godmother of CX, so it was fitting to dig deep into her thoughts and expertise in this knowledge-filled episode.
Link to Amazon for Jeanne's Books:
Chief Customer Officer
Chief Customer Officer 2.0
Would you Do That to Your Mother
I love You More Than my Dog
Jeanne's Twitter2020-09-2535 min
The Chief Customer Officer Human Duct Tape ShowTips To Help Your Business Stay Afloat During Uncertainty with Guy KawasakiIn today's conversation with Guy Kawasaki, entrepreneur, author of 15 books, marketing expert, and Silicon Valley venture capitalist—we discuss some of the tactical ways that entrepreneurs and CEOs can navigate leadership during the uncertainties of the pandemic. This includes shifting business models, trying new things, and most importantly, simplifying processes for both your customers and employees.2020-08-2153 min
The Chief Customer Officer Human Duct Tape ShowConnect, Communicate, and Collaborate to Unite Leadership and Improve Experience“I see leadership as a deeply human endeavor,” says Alain Hunkins, speaker, leader, and author of the new book, Cracking the Leadership Code: Three Secrets to Building Strong Leaders. In today’s episode with Alain Hunkins, we discuss some of the easy-to-understand and implement concepts in his book and how great leadership is really at the core of customer experience. We’ll explore his three concepts of connection, communication, and collaboration, which work in tandem to cultivate a united view of the life of customers and employees. 2020-08-0646 min
Conversations That Matter, a podcast from UniphoreEp. 1 - Finding your Three Blocks Long w/ Jeanne BlissWhat legacy are you going to leave when all is said and done? If you invest in the humanity of your employees, tell them the truth, and equip them with the tools to do their jobs and do them fearlessly, you’re going to leave the kind of legacy that you can be proud of. On this episode of Conversations that Matter, we sit down with Jeanne Bliss, Founder and CEO at Customer Bliss for a discussion all about humanity, AI, and so much more. On the show we discussed: How the 3 block-long...2020-07-3130 min
The Chief Customer Officer Human Duct Tape ShowDo You Cause a Ruckus with Your Leadership? A Conversation with Bestselling Author Seth GodinIn today’s show, we’re joined by the New York Times Bestselling author and guru, Seth Godin, who's written over 19 books. He's the founder of Akimbo, and author of the popular, marketing-oriented, Seth's Blog. Seth and I have a great conversation about leadership as he breaks down some of the "alphabets of humanity" from his book, V is for Vulnerable: Life Outside the Comfort Zone. We discuss how some of the principles from this book can be used to guide and grow an organization with humanity and purpose.2020-07-2343 min
The Chief Customer Officer Human Duct Tape ShowHow to Use Data to Solve for Problems, Develop Roadmaps, and Determine PrioritiesI think you'll find today’s conversation with Dutta Satadip, the Global Head of Customer Success and Operations at Pinterest a valuable one, especially as the use of digital media will continue to increase due to the pandemic. Dutta takes us through the many ways in which he’s been able to lead the customer-focused work at Pinterest. Though the company is primarily B2C, it also functions as a B2B, and Dutta shares how they enact data-driven behaviors to improve the platform so that it’s more valuable for both customers and advertisers.2020-07-101h 06
Decoding the CustomerConversation with the godmother of customer experience: interview with Jeanne Bliss – E90
Customer experience expert and industry pioneer, Jeanne Bliss, shares insights about the origins of the CX industry as well as where it’s going. Jeanne, also known as the godmother of customer experience, provides listeners with a unique window into her career path from becoming one of the first Chief Customer Officers, to founding the CXPA and becoming a transformative force in field of CX. Jeanne and show host, Julia, discuss the enduring challenges facing all CX professionals and what’s next on the horizon for customer experience in the years to come. If you’re looking for some insigh...2020-06-2533 min
The Chief Customer Officer Human Duct Tape ShowTips for CCO Success at a B2B Organization from Yamini Rangan, CCO of HubSpot“It is no longer just about the product. It is all about the customer experience, the way we make customers feel when they use the product. That makes a huge difference,” says Yamini Rangan, HubSpot's first Chief Customer Officer. In today’s conversation, Yamini and I discuss the importance of storytelling and of unifying teams within an organization to work towards a common goal. She also shares some of the ways in which HubSpot has handled the disruption of COVID-19.2020-06-1249 min
The Chief Customer Officer Human Duct Tape ShowHow C-Suite Leaders Must Adapt to the Shifting LandscapeIn this conversation with Leslie Stretch, CEO of Medallia, Leslie and I chat about what he's been seeing from his conversations with hundreds of CEOs. Now that we've had to rapidly adjust to a new way of life, technology is helping us reshape the world and the future. As Leslie said, “it’s digital disruption at massive scale,” and this disruption has an impact on customer experience. It affects how we interact with customers and clients, how we communicate with them, and how we can gather feedback.2020-05-2959 min
The Chief Customer Officer Human Duct Tape ShowThe Forever Transaction: How to Build Life-Long Relationships with Customers, with Robbie Kellman-Baxter“The more complicated your system is, the less your customers are going to trust you,” says Robbie Kellman-Baxter, author of the new book, The Forever Transaction. In today’s episode, Robbie and I chat about leveraging powerful growth strategies around elevating members through subscription-based models. With over 25 years of experience working with well-known and emerging brands, Robbie has become an expert on this approach to membership and customer relationships.2020-05-1455 minCX ConversationsThe Standard for How to Treat Your Customers | Jeanne Bliss, Customer BlissIn this episode of Customer Service Secrets, we talk with Jeanne Bliss, Founder and CEO of Customer Bliss. We talk about about her book which explains her philosophy on customer experience. Too often we are watering down or over complicating customer service. Jeanne expresses her thoughts in a way that can help any company, no matter size. Jeanne also offers a link to the first chapter and quiz to her book for our listeners.Would you do that to your Mother? 2:14How to start Enabling Employees 7:53Don’t make me feed you Soap 11:58Pillars 3 and 4 14:102020-05-0720 min
The Chief Customer Officer Human Duct Tape ShowBring Humanity to the Forefront: Advice for Leadership Success with Tom PetersShould we stop considering people skills a soft skill? In today’s conversation with Tom Peters, an incredible businessman, thought leader, and co-author of In Search of Excellence, we chat about the impact that good hiring can have on your organization. We discuss that this is an unprecedented time for leadership and that those who can succeed, are those who care about people and have built a team of employees who also care about people and work with integrity.2020-05-011h 05
Creating Customer SuccessCreating Customer Success - Episode 16: Jeanne BlissIn this episode, we spoke with Jeanne Bliss, who is the Founder and CEO of Customer Bliss.For over 35 years, Jeanne has led companies to earn business growth. As the inaugural Chief Customer Officer at Lands’ End, Coldwell Banker, Allstate and Microsoft...2020-04-2952 min
The Marketing Book PodcastJeanne Bliss: Authors in Quarantine Getting Cocktails Most recently on The Marketing Book Podcast to discuss her book, Would You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers, customer experience pioneer, keynote speaker and bestselling author Jeanne Bliss joins the (hopefully) limited time series, Authors in Quarantine Getting Cocktails to talk about being quarantined in Seattle, Washington, the powerful influence of her father, how she got started in customer experience, why it's so powerful now and how to make a dirty martini! Click here for show notes! https://www.salesartillery.com/authors-quarantine-cocktails/jeanne-bliss2020-04-1945 min
The Chief Customer Officer Human Duct Tape Show3 Actions Business Leaders Should Take to Guide Their Organizations Through Uncertainty with Horst SchulzeI’m so pleased to share this conversation that I had with Horst Schulze, Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. and author of Excellence Wins. Horst and I discuss the steps leaders can take during this pandemic to help ensure that their businesses survive. We also explore the ways these actions can spread optimism and hope throughout their organization while retaining employees and showcasing humanity. This is a great conversation with some extremely timely advice you can use to help you navigate as a leader who mo...2020-04-1758 min
The Chief Customer Officer Human Duct Tape Show3 Tips for Building A Patient Experience Strategy at NewYork-Presbyterian HospitalIn today’s extremely interesting conversation with Rick Evans, the SVP and Chief Experience Officer for the NewYork-Presbyterian Hospital, you’ll hear some of the tactics and strategies that Rick has employed at this esteemed hospital to improve the patient experience and to increase HCAHP scores. 2020-04-0349 min
Revenue Rebels by DemandLabHow to Become Unforgettable with CX Leader Jeanne BlissJeanne Bliss is a leadership and customer experience strategic advisor and keynote speaker who helps the worlds' most beloved companies become unforgettable; earning growth and admiration through their elevated business practices and the humanity of their people.In this episode, Jeanne shares how true customer experience transformation can and should lead to companies and brands becoming unforgettable.2020-03-2542 min
The Chief Customer Officer Human Duct Tape ShowTo Achieve Growth: Prioritize Customers, Partner with Leaders, and Connect to the Larger Business StrategyIn today's episode, Julio shares how he organizes complex operations into simpler formats but does so in a way that encourages business growth. He understands the importance of creating and executing strategic plans while also being a storyteller. It is this combination of right and left brain skills that he attributes to his success.2020-03-2046 min
Sales Lead Management RadioHow to Become Unforgettable with Jeanne Bliss
Jeanne Bliss is a leadership and customer experience strategic advisor and keynote speaker who helps the worlds' most beloved companies become unforgettable; earning growth and admiration through their elevated business practices and the humanity of their people.
In this episode, Jeanne shares how true customer experience transformation can and should lead to companies and brands becoming unforgettable.
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Revenue Rebels is hosted by Rhoan Morgan of DemandLab which is a program on the Funnel Radio Channel. DemandLab is the sponsor of Revenue Rebels
2020-03-1942 min
The Chief Customer Officer Human Duct Tape ShowHow to Build Your Customer Experience from Scratch Within a Fast-Growing OrganizationHow does your organization keep its "special sauce" as it grows? This is the challenge that Daniel Brousseau, senior vice president and head of client experience at City National Bank, experienced while leading the bank's new CX transformation. In this episode, Daniel shares that City National was acquired by a bigger bank and was therefore expected to grow. He was stepping into a role that hadn't previously existed, but also into a company that was extremely client-focused and supportive of improving the customer journey. 2020-03-0649 min
The Chief Customer Officer Human Duct Tape Show5 Lessons to Strengthen Your Experience from Airbnb: Interview with Joseph MichelliWhat can we learn from disrupters like Airbnb which have introduced the sharing economy into the business landscape? This new business model has impacted customer experience expectations even beyond tech platforms. In today's conversation with Joseph Michelli, we discuss his latest book, The Airbnb Way. In this book, Joseph looks at how Airbnb has been able to thrive, based on 5 key concepts that can be applied to any industry.2020-02-2042 min
The Only One Business ShowS3E1 The What's Your Legacy Going To Be Edition with Jeanne BlissJames chats with Jeanne Bliss, affectionately known as The Godmother of Customer Experience. Jeanne helps companies and people become the best versions of themselves, guiding them to define, build and live the behaviours and the actions that will fuse customers to them, and ultimately create deep and memorable relationships.
She's had a singular mission of building these deeper relationships for over 35 years. First as the inaugural Chief Customer Officer at Lands End, Coldwell Banker, Allstate and Microsoft. Then since 2002, she's been guiding leaders all over 20,000 around the world, to understand that improving their lives should be their most strategic and...2020-02-1737 min
The Chief Customer Officer Human Duct Tape ShowLearning on the Job: 4 SaaS Leaders Share CX Lessons from the C-SuiteIn today's episode, we're revisiting some important takeaways shared by 4 customer experience leaders in the SaaS industry who were previous guests on the show. You'll hear thought-provoking insights, as well as lessons learned by these leaders who've lead transformations in their organizations. Additionally, you'll hear their responses to my pay it forward question, "what do you know now, that you wish you knew then?" which I know is a favorite for some of you! Enjoy the show.2020-02-0830 min
The Chief Customer Officer Human Duct Tape ShowHow to Implement Customer Success Standards Across a Global Organization with Catherine Blackmore of OracleWhen it comes to customer success, you have to focus on your internal culture. As I've said before, what's on the inside shows up on the outside. Given this concept, how do you develop your team, evaluate them, and put them in a position to succeed? In today’s conversation, Catherine Blackmore, Global Vice President of Customer Success at Oracle, walks us through the evolution of the purpose of customer success. 2020-01-2453 min
The Chief Customer Officer Human Duct Tape ShowFive Leadership Steps to Help You Navigate CX Transformation at a Global OrganizationAre you leading customer experience in a global organization? In this episode, I speak with Troy Barnes, the CCO of Pizza Hut for the Asia Pacific region. This is Troy's second CCO role, and his background is in Lean Six Sigma and change management. Our conversation around change management and leadership is valuable, and you'll especially find Troy's advice helpful if you're in the quick-service restaurant (QSR) industry and work with franchises.2020-01-1058 min
The Chief Customer Officer Human Duct Tape Show5 Challenges That are Keeping CX Leaders from Achieving True Growth — In Conversation with Adrian SwinscoeThis episode of the Chief Customer Officer Human Duct Tape Show is a little different. Adrian Swinscoe and I have a fun, quick rant about some of the things that are bothering us when it comes to customer experience and how it’s approached. Adrian is a customer experience consultant, a Forbes contributor, and the author of the book, Punk CX. This interview was originally featured on his podcast, Punk CX.2019-12-1922 min
Punk CX: Customer Experience Insights with Adrian SwinscoeHow Chief Customer Officers build their organisations customer growth engine - Interview with Jeanne Bliss of CustomerBlissToday’s interview is with Jeanne Bliss, who is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association (CXPA). Jeanne joins me today to talk about her new book: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine.
This interview follows on from my recent interview – The pre-life, early life and in-life stages of the employee experience – Interview with Jo Taylor – and is number 150 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customer2019-12-1220 min
The Chief Customer Officer Human Duct Tape ShowCXO Sherif Mityas Shares a 3-Gate System to Filter New CX InitiativesWith a background in merchandising, marketing, and retail, Sherif Mityas, Chief Experience Officer of TGI Fridays, the familiar neighborhood restaurant chain, has been interested in the following idea: how do you create the right kind of environment in order to be part of someone's consideration set? After many years of experience, he understood that the various components of retail success were ultimately tied to the customer and their end satisfaction.2019-12-0646 min
The Chief Customer Officer Human Duct Tape ShowHow to Achieve Company-Wide Customer Success with Guy NirpazCustomer success is more than just a buzzword, and Guy Nirpaz, the CEO and founder of Totango talks to us about how to actually integrate customer success into the customer experience. In today's episode, Guy talks about the importance of delivering value to the customer and across the entire customer lifecycle. It's about understanding that you need to create lifetime value that goes beyond the number of transactions had with a customer.2019-11-1549 minPunk CX: Customer Experience Insights with Adrian SwinscoeCEOs have to come to accept that CX is their responsibility - Interview with Jeanne BlissCEOs have to come to accept that CX is their responsibility - Interview with Jeanne Bliss, the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer and joins me today on the podcast for something different. Rather than conducting a straight up interview, we rummage around some of the big issues and challenges in customer experience right now in a short and punchy rant-off. We also talk a little bit about Jeanne’s new book: Would Yo...2019-11-0322 min
The Chief Customer Officer Human Duct Tape ShowHow to Address the Underbelly Work as a Chief Experience Officer at a NonprofitJennifer Severns, Chief Experience Officer at the American Marketing Association, a nonprofit organization, discusses some of the challenges she faced while coming into her role. She has been digging into the multiple dimensions of being a CXO, handling the important underbelly work of people management. She came into the position at a time where the organization was dealing with a decline in membership, so she needed to analyze the sources of membership revenue and determine how to add value around membership renewal, advertising, and events. 2019-10-3158 min
The Chief Customer Officer Human Duct Tape ShowHow to Execute a 90-Day Plan to Improve Customer Experience in a B2B2C Retail OrganizationIn today's episode, I chat with Curt Balara, Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. As CCO, Curt has a holistic leadership position over the sales and customer department, focusing on earning the right to organic, sustainable growth. Curt and I chat about how essential it is for the consumer packaged goods industry to become more customer-centric. He shares tactics and strategies that impact his approach to customer experience both internally and externally.2019-10-1848 min
The Chief Customer Officer Human Duct Tape ShowWhy Good Customer Experience Starts With Your Internal CultureHow does the diversity of your team affect their output and synergy? In today's episode, I chat with Leslie McNamara, who is the Chief Marketing Officer and Managing Director in workforce development at Citi Retail Services. In this insightful episode, Leslie and I chat about team development and the importance of getting your house in order to bring the utmost value to your clients and partners.2019-10-0338 min
The Chief Customer Officer Human Duct Tape ShowWhy Good Customer Experience Starts With Your Internal CultureDo you ever think about how the synergy and diversity of your team affect the output of your company's work? In today's episode, I chat with Leslie McNamara, who is the Chief Marketing Officer and Managing Director in workforce development at Citi Retail Services. In this insightful episode, Leslie and I chat about team development and the importance of getting your house in order to bring the utmost value to your clients and partners.2019-10-0338 min
The Chief Customer Officer Human Duct Tape Show3 Steps to Building a New Patient Experience and Communication FrameworkHow do you lead an organization's CX when there's no blueprint for you to follow? Well, you make your own! In today's episode, Lisa Allen, the first Chief Patient Experience Officer at Johns Hopkins Hospital shares how she combined her experience and knowledge in anthropology to change the way the organization addresses patient experience. This is a great episode for leaders across all industries, especially those who are the first in their company to lead this role.2019-09-2047 min
The Chief Customer Officer Human Duct Tape Show3 Steps to Solidify Your CX Foundations at a Cultural InstitutionI’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois, the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. Craig and I explore how they developed strategies to improve the customer experience and flow of the museum, how they handle hiring and employee experience, and the incredible community work they’ve done to prepare parents and young children for Kindergarten. 2019-09-0955 min
The Chief Customer Officer Human Duct Tape Show4 Steps to Improve Customer Experience At Your SaaS OrganizationHave you just become a C-Suite leader for your B2B organization’s customer experience? Or maybe you’re looking to elevate and become a CX leader — if so, you’ll find this episode valuable. We’re revisiting snippets of conversations with previous guests this summer, and in this episode, we’ll hear from Yellowfin’s CCO, Lee Roquet and former CCO of Rigor, Francis Cordon. Both leaders share tactics that they implemented in the first few months of their role at these SaaS companies.2019-08-1631 min
The Chief Customer Officer Human Duct Tape ShowTwo CX Leaders Share Frameworks to Improve Customer-Centricity in Their OrganizationAs we continue to revisit conversations with CX leaders who were previously on the show, today we're going to explore strategies implemented by two CX leaders at global corporations: Scott Allison, CCO at DHL Supply Chain and Jon Herstein, CCO at Box. Both leaders share great tactics and strategies that they implemented when asked the question, "how did you first assess the work that needed to be done?" Considering they both work at established, global corporations with hundreds (and thousands) of employees, it's interesting to see the scope of the work they chose to tackle2019-08-0133 min
The Chief Customer Officer Human Duct Tape Show7 Customer & Employee Experience Tactics to Implement at the StartIn today’s episode, we take a look at how Lucy Norris, Executive Vice President, Chief Customer Success Officer at Genesys and Daniel Coullet, Senior Vice President of Customer Success and Experience at PTC, handled the first year in their role. Both CX leaders represent tech companies but share advice that can be relevant to CX leaders in other industries.2019-07-1938 min
The Chief Customer Officer Human Duct Tape Show4 Steps to Assessing the CX Work That Needs to Be Done at a Young CompanyAs a CCO at a young company, how do you assess the work that needs to be done to begin the CX transformation? In today’s episode, we’re revisiting conversations with two CCOs who have implemented CX programs from the ground up: Chelsie Rae Lee of SnackNation and Allison Pickens of Gainsight. Both women became CCOs of their companies during a time where no formal CX work had been instituted. 2019-06-2842 min
The Chief Customer Officer Human Duct Tape ShowBuilding Culture and Customer and Employee Experience at The YMCAWe explore improving CX at a large-scale non-profit, specifically at the YMCA (The Y). I chat with Bob Thomas, the first chief experience officer at The Y, who serves the Greater Minneapolis St. Paul area. The Y is a leading nonprofit organization for youth development, healthy living, and social responsibility. Bob and I chat about his role and the work that he had to do in an organization that didn't have a CX team or any CX experience. He shares that despite this, The Y did a good job communicating that being a CXO would be a...2019-06-2051 min
The Chief Customer Officer Human Duct Tape ShowHow Johnson & Johnson Creates Value for Customers and EmployeesHow does a global consumer brand create value for its customers, consumers, and employees? In today's episode, we talk to Chester Twigg, the first global chief customer officer at Johnson & Johnson. Chester shares that he was approached for the role because there was an internal recognition that it was a position that could truly add value to the business and the organization to drive a more global consistency around selling.2019-06-1448 min
The Chief Customer Officer Human Duct Tape ShowThe Importance of Listening to Customers and Closing the Feedback Loop at Dropbox“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan, chief customer officer at Dropbox, a SaaS company that offers file storage and collaboration solutions to both individuals and companies. Yamini shares that when you connect with your customers' true needs, you’re able to offer better help and provide value to them. Yamini offers strategies that she has employed within Dropbox, that keeps her leaders and C-Suite aligned to the same goals of customer-centricity.2019-06-0748 min
The CUInsight ExperienceJeanne Bliss - Start with the Customer (#23)"You can operationalize empathy." - Jeanne BlissWelcome to episode 23 of The CUInsight Experience podcast. Hosted by Randy Smith, co-founder and publisher of CUInsight.com. Today’s guest is Jeanne Bliss the founder and president of Customer Bliss and the co-founder of the Customer Experience Professional Association. She is one of the foremost experts on customer-centric leadership and the role of the chief customer officer. She is a consultant and thought leader. She guides C-suites all over the world toward earning the right business growth by improving customer lives. She is also an author, podcaster, an...2019-06-0525 min
The Chief Customer Officer Human Duct Tape Show3 Steps to Implementing a Stellar Customer Experience at a Startup"Start by being humble and you will inspire your team to be humble," says Denis Drossart, global vice president of Culture & Experience at Selina, about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Denis shares some tactics and strategies regarding how they’ve shaped the purpose and culture of this hospitality-disruptive brand. With a focus on leadership and creating authentic connections, Denis and his team have created an essential framework to create the ultimate experience for guests and employees. 2019-06-0146 min
The Dov Barron ShowLeadership and Loyalty - Would you do that to your mother? with Jeanne BlissStop: Think about yourself as a leader and how you lead and let me ask you: “Would you do that to your mother?"As a leader in any capacity you know, that we all have two sets of customers…internal and external. The external ones are the ones who buy from you, the internal ones are the ones who buy into you, your organization and culture.The truth is pretty much everyone thinks they run a great company and that their people are treated well. But how can you know for sure? Well...2019-05-3148 min
The Dov Baron ShowJeanne Bliss (audio) “Would you do that to your mother?"Stop: Think about yourself as a leader, consider HOW you lead, and then let me ask you: “Would you do that to your mother?" As a leader in any capacity, you know that we all have two sets of customers…internal and external. The external ones are those who buy from you, and the internal ones are those who buy into you, your organization ,and its culture. The truth is, pretty much everyone thinks they run a great company and that their people are treated well. But how can you k...2019-05-2949 min
The Chief Customer Officer Human Duct Tape ShowA Look at Commitment to Company Culture and CX Improvement at ExemplisIn this episode, Aurelia Pollet, the Vice President of Customer Experience at Exemplis, tells us about the company's impressive culture, and how she's been supported in her role to lead the company's CX into the future. Exemplis is a B2B2C, which makes custom chairs and lounges for offices. Aurelia shares different approaches and strategies that she implemented in order to improve processes and better understand their customers (the furniture dealers), and ultimately, the end consumer.2019-05-2447 min
The Chief Customer Officer Human Duct Tape ShowHow to Build Your Customer Success Forecasting System with Eleanor O'Neil"I was really looking to achieve an experience that was elegant. I'm a big believer in that," said Eleanor O’Neil, regarding her decision to create a customer success forecasting system. Eleanor is the Chief Customer Experience Officer at Workshare, a B2B company that manages document productivity and security software for legal firms. Eleanor knew she could scale the business and focus on how Workshare's services can truly benefit the customer. Her goal was to figure out a system that would improve customer success while also lifting some of the burdens off of the sales team.2019-05-2343 min
The Chief Customer Officer Human Duct Tape ShowHow DHL Became More Customer-Focused with CCO Scott AllisonHow does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison, the Chief Customer Officer of DHL’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience. DHL is a global leader in the logistics industry. Though the company operates on a B2B level, Scott understands that the business has a big impact on individuals, and wants his employees to remember that their services help improve lives.2019-05-1733 min
The Chief Customer Officer Human Duct Tape ShowStrategies for CCO Success in Startup Companies with Rosalyn CuratoThere’s a certain skill that comes with taking the knowledge you've gained and pulling it together for the organization in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato, CCO of Allovue, a startup EdFinTech (education financial technology) company, knows how to get this done. In today's episode, Rosalyn shares how her background in finance and education consulting contributes to success in her CCO role. Allovue is a B2B2C SaaS company that builds software solutions to help school districts around the country interact with their financial data more strategically.2019-05-0338 min
The Chief Customer Officer Human Duct Tape ShowMake Customer Delight About Delivering Value with Jon Herstein of Box“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein, Chief Customer Officer at Box, a cloud content management company that serves about 90,000 customers. In today’s episode, Jon explains how he delivers business outcomes to his customers in a B2B SaaS company, where the relationship between the vendor and the customer is no longer simply transactional, it's a long-term relationship that has to be nurtured over time.2019-04-2547 min
The Chief Customer Officer Human Duct Tape ShowHow to Improve Customer Experience at a Fast Food Restaurant with Fernando Machado of Burger King“The expectations of people, thanks to technology, are different. You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, in regards to the company’s transformation to improve its guest experience and meet customer needs. In this episode, Fernando, an extremely successful marketer who's been featured in Adweek and Forbes, shares how he works closely with operations and the franchise owners to make great CX come to life.2019-04-1943 min
The Chief Customer Officer Human Duct Tape ShowA 3-Stage Approach To Your Company's New Customer ExperienceAre you responsible for building an entirely new customer experience path for your organization? Monica Whiting, Vice President of Customer Experience at TECO energy, shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. Teco is a utility company that provides electric and natural gas services in Tampa Florida, and gas services across the state of Florida.2019-04-1247 min
The Chief Customer Officer Human Duct Tape ShowHow A Legacy Organization Embraces Digital Media to Engage with Audiences in a Meaningful WayHow does a legacy organization learn how to integrate digital technology in a way that facilitates a meaningful customer experience? Todd Unger, Chief Experience Officer and Senior Vice President of Physician Engagement at the American Medical Association, shares insights and lessons learned along the way, while leveraging his background in marketing and advertising, and product development, to transform a 170-year-old company’s communication methods into the world of digital.2019-04-0547 min
The Chief Customer Officer Human Duct Tape Show4 Tactics to Building and Managing Customer Success with Allison PickensAllison Pickens is a Chief Operating Officer at Gainsight, a customer success SaaS organization, whose role is also inclusive of CCO responsibilities. Allison shares how she united the entire organization to embrace a CX transformation, and the skills she believes are required to ascend beyond a typical CCO role, which helped bolster her organization's success and external credibility.2019-03-2938 min
The Chief Customer Officer Human Duct Tape Show3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze"Don't look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it's customer-focused, not self-focused," says Horst Schulze, who is the Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Horst definitely knows a thing or two about creating excellent customer service and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins. Horst shares the wisdom that transcends hotel management and can be employed by CX pr...2019-03-2142 min
The Chief Customer Officer Human Duct Tape Show3 CX Steps to Mapping Customer Churn with Chelsie Rae Lee of SnackNationDoes your organization have a system in place for measuring customer churn? In today's episode, I chat with Chelsie Rae Lee, Senior Vice President of Customer Strategy at SnackNation, a subscription service that delivers snacks to homes and offices. In this sense, SnackNation is a B2B2C company, as it partners with grocers and other businesses, while also selling directly to consumers. Diving deeper into your analytics will help you understand why your customers left, if they're thinking about leaving, and how you can work to keep them on board. Chelsie talks to me about defining her...2019-03-1542 min
The Chief Customer Officer Human Duct Tape ShowHow One B2B Software Company Shifted Its Mindset to Unlock GrowthHow do we look at the total journey and understand the underlying drive of customers, so we can develop digital products that better meet their needs? Mark Bartlett, Chief Experience Officer at FPX, chats with me about the importance of developing your customer narrative and understanding their behaviors, so you can design products that they’ll get the most benefit out of. Mark’s B2B experience in technology and engineering have shown him that too many times, engineers and developers build products, only to be disappointed in the end when nobody uses them in the way it w...2019-03-0945 min
The Chief Customer Officer Human Duct Tape ShowUnderstand Your Customers' Needs and Unlock the Value Chain with Thales TeixeiraIn today’s episode, I chat with Thales Teixeira, a Lumry Family Associate Professor at the Harvard Business School. Thales has been in this position for about nine and a half years and teaches in the marketing unit. He shares that over the past few years, he’s taught intro to marketing, digital marketing strategy, and E-commerce to his MBA students. Additionally, Thales works with business executives, teaching them about digital disruption and transformation—which is what we’ll be touching on today.2019-03-0141 min
The VERY Visible Business Podcast with David AvrinEP10: Jeanne Bliss – The Chief Customer OfficerOn this program, David Avrin speaks with a pioneer in the customer experience category, Jeanne Bliss. An early crusader advocating for the position of “Chief Customer Officer,” Jeanne has helped corporations define the CX leadership position and the behaviors that build a service culture. In this conversation, David finds a kindred spirit and no shortage of opinions on this burgeoning category. The author of such books as: “The Chief Customer Officer 2.0” and “Would you Do That To Your Mother,” Jeanne is wicked smart and wonderfully engaging.
Learn more about your ad choices. Visit megaphone.fm/adchoices2019-01-2943 min
Marketing and Tech Book ClubMarketing & Tech Book Club: Would You Do That To Your Mother by Jeanne BlissJeanne Bliss founder and president of CustomerBliss and co-founder of The Customer Experience Professions joins our host Carlos Doughty about her new book, Would You Do That To Your Mother?
In this episode we got Jeanne to chat to us about Would You Do That To Your Mother, her opinion on the industry and why mums deserve the highest praise.
Jeanne is customer experience personified, so there is no-one better equipped to teach businesses how to get customers to love them. Her book may have a fun title but her content is overflowing with 32 case studies as well as the...2018-12-0516 min
Customer Confidential: Untold Stories of Earned GrowthEp. 141: Jeanne Bliss of CustomerBliss | It’s Still About Humans Helping HumansHost Rob Markey welcomes back Jeanne Bliss, author of the new customer experience book, Would You Do that to Your Mother? In her book, she argues that companies need to humanize the customer experience to help their employees provide the service that customers want. Jeanne also advises senior leaders as founder and president of CustomerBliss, and previously oversaw the customer experience at Land’s End, Microsoft, Coldwell Banker and Allstate.2018-10-1145 min
The Chief Customer Officer Human Duct Tape ShowHow Two Leaders Use Journey Mapping As a Tool to Unite Leadership and Address Customer Retention ConcernsIn my recent vlog, Jeanne's Daily Dose...Of Reality, I discuss the importance of journey mapping and how you can use it to break down silos and unite your leadership team. In today's episode, we're continuing the conversation around journey mapping by revisiting two conversations I've had with previous guests on the show: Kathy Tobiasen and Sami Nuwar. Get show notes at customerbliss.com/cb1182018-09-1355 min
The Lifestyle Edit Podcast50. How To Create Raving, Loyal Fans With Jeanne BlissBuilding a business isn’t just about acquiring customers and clients. According to Jeanne Bliss, organic growth really happens when you focus on nurturing the ones you already have.
As a pioneer in the customer experience space, Jeanne Bliss knows what she’s talking about. With over 35 years in the industry, she spent the lion share of her career working as the conscience of Land’s End, reporting directly to the company’s CEO, at a time where the business was growing 80% year on year. Through her company, Customer Bliss and a string of books, she’s teaching companies...2018-07-3139 min
The Lifestyle Edit Podcast50. How To Create Raving, Loyal Fans With Jeanne BlissBuilding a business isn’t just about acquiring customers and clients. According to Jeanne Bliss, organic growth really happens when you focus on nurturing the ones you already have.
As a pioneer in the customer experience space, Jeanne Bliss knows what she’s talking about. With over 35 years in the industry, she spent the lion share of her career working as the conscience of Land’s End, reporting directly to the company’s CEO, at a time where the business was growing 80% year on year. Through her company, Customer Bliss and a string of books, she’s teaching companies how to earn th...2018-07-3100 min
DisrupTVDisrupTV Episode 114, Featuring Navi Radjou, Jeanne Bliss, Dr. Janice PresserThis week on DisrupTV, we interviewed Navi Radjou, influencer, speaker, change agent & Thinkers50, Jeanne Bliss, Founder, CEO and Author at Customer Bliss, and Dr. Janice Presser
Founder & CTO at Teamability.com.
DisrupTV is a weekly Web series with hosts R “Ray” Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.2018-07-231h 02
Customer Experience LeadersYour questions answered by the godmother of CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 2)Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode Jeanne answers questions from the Customer Experience Leaders audience. You’ll hear practical tips and advice on how to implement a successful CX strategy within your own organisation. Resources mentioned: Would You Do That To Your Mother (book), by Jeanne Bliss. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.2018-07-2327 minCustomer Experience LeadersThe single question that will revolutionise your CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 1)Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode you’ll learn about the importance of the Chief Customer Officer role, and how you can drive a customer-centric focus within your organisation that would make your mother proud. Resources mentioned: Would You Do That To Your Mother (book), by Jeanne Bliss. Key takeaways (starts at 28:48): Treat customers like assets Think about your processes in reverse so you can focus on the customer first. Place...2018-07-0934 min
Helping Sells Radio076: Jeanne Bliss is Disrupting the Golden RuleI bet you have heard of the golden rule. You may have even followed it a few times in your life. There is nothing wrong with the golden rule. I think it's great. But if you think about it carefully, the golden rule is inherently selfish..."treat people the way 'we' want to be treated?" Jeanne Bliss has another idea. An idea that is more personal but less selfish. The idea is to treat people the way you would want your mom to be treated. Whoa! Think about that there for a minute. Then, think about it in the...2018-07-0237 min
The Modern Customer PodcastCustomer Service Expert Jeanne Bliss Asks "Would You Do That To Your Mother?"Business leaders, contact center employees and sales associates interact with customers every day and are faced with requests, questions and a wide variety of complaints and issues. The customer experience largely comes down to how they respond—is it with a rote reply or a personalized reaction? Jeanne Bliss, president of CustomerBliss, bestselling author and a pioneer in the CX field, wants leaders and employees to pause before responding and remember the human side of customer interactions. Her new book asks the question, “Would you do that to your mother?” The idea is simple—we take goo...2018-06-2029 min
Onward NationWould you do that to your mother?, with Jeanne BlissJeanne Bliss is the President of CustomerBliss, where she guides C-Suite and Chief Customer Officers around the world on earning business growth by improving customers’ lives. She pioneered the role of Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker, and Allstate where she drove achievement of 95 percent loyalty rates. Jean is a sought after speaker and thought-leader, co-founder of the Customer Experience Professionals Association, and the author of three best-selling books, including the newly released, “Would You Do That To Your Mother?” What you'll learn about in this epi...2018-05-2100 min
Pat Perdue's Customer Experience PodcastJeanne Bliss on her new book: Would You Do That to your Mother: The Make-Mom-Proud Standard for How to Treat Your CustomersSHOW NOTES
This Week's Guest, Jeanne Bliss
This week I sat down with Jeanne Bliss, best selling author of I Love You More Than My Dog, Chief Customer Officer, Chief Customer Officer 2.0, and her latest book, Would You Do That to Your Mother, the Make-Mom-Proud Standard for How to Treat Your Customers.
Warning - listening to this episode could seriously improve how your organization treats its customers!
[bctt tweet="Would how you treat your customers make your mother proud? Warning: Listening to this episode of Pat Perdue's Customer Experience Podcast, featuring @JeanneBliss, may dramatically improve the way y...2018-05-1700 min
The Marketing Book Podcast174 Would You Do That to Your Mother? by Jeanne BlissWould You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers by Jeanne Bliss Click here to view the show notes! https://www.salesartillery.com/marketing-book-podcast/would-you-do-that-to-your-mother-jeanne-bliss2018-05-1148 min
Crack the Customer Code319: Jeanne Bliss, Is Your CX Mom-worthy?Jeannie and Adam interview 35-year customer experience pro Jeanne Bliss about her new book “Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard For How To Treat Your Customers.” Does the way you do business make mom proud? If it doesn’t, then 35-year customer experience pioneer Jeanne Bliss, (or as co-host Jeannie Walters calls her, “the Fairy Godmother of Customer Experience,”) says you have a lot to think about! “There are still things we do that make customers nuts.” -@JeanneBliss As Jeanne explains in this fun and enlightening i...2018-05-0828 min
Amazing Business RadioDeliver A Customer Experience That Would Make Mom Proud Featuring Guest Jeanne BlissShep Hyken sits down with Jeanne Bliss, author of Would You Do That to Your Mother? The “Make Mom Proud” Standard for How to Treat Your Customers, and discusses her book and the art of making customers happy.
Top Takeaways:
• “Make Mom Proud” businesses are companies that are deliberate regarding how they will and will not make revenue, how they will enable employees to do the right thing, how they charge customers, and how they make it easy or hard to do business.
• Jeanne encourages listeners to go to make-mom-proud.com to join the #MakeMomProud movement by posting a picture of t...2018-05-0831 min
Enhance Your Knowledge Through the Magic of Full AudiobookWould You Do That to Your Mother?: The 'Make Mom Proud' Standard for How to Treat Your Customers Audiobook by Jeanne BlissListen to this audiobook in full for free onhttps://hotaudiobook.com/freeID: 331752
Title: Would You Do That to Your Mother?: The 'Make Mom Proud' Standard for How to Treat Your Customers
Author: Jeanne Bliss
Narrator: Jeanne Bliss
Format: Unabridged
Length: 6:11:00
Language: English
Release date: 05-08-18
Publisher: Penguin Audio
Genres: Business & Economics, Business Development
Summary:
How would your company act if every customer were your mom?
How do we cut through the rigmarole of business to give customers the treatment they desire, and employees the ability to deliver it? Customer experience expert Jeanne Bliss recommends making business personal to get th...2018-05-086h 11Onward NationEpisode 356: Check your ego at the door, with Jeanne Bliss.Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. She guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives. Jeanne pioneered the role of the Chief Customer Officer, holding the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker, and Allstate Corporations. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. Jeanne is a...2016-11-0100 min
Stream Free Audiobook in Business, MarketingChief Customer Officer 2.0 by Jeanne Bliss | Free AudiobookListen to full audiobooks for free on :https://hotaudiobook.com/freeTitle: Chief Customer Officer 2.0
Author: Jeanne Bliss
Narrator: Christine Marshall
Format: Unabridged
Length: 7 hrs and 12 mins
Language: English
Release date: 10-04-16
Publisher: Audible Studios
Genres: Business, Marketing
Summary:
A customer experience roadmap to transform your business and culture.
Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.
And it will take years off your learning curve.
Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role...2016-10-057h 12Download New Releases Full Audiobooks in Business, MarketingChief Customer Officer 2.0 Audiobook by Jeanne BlissListen to this audiobook free with a 30-day trial. Go tohttp://hotaudiobook.com/freeTitle: Chief Customer Officer 2.0
Subtitle: How to Build Your Customer-Driven Growth Engine
Author: Jeanne Bliss
Narrator: Christine Marshall
Format: Unabridged
Length: 7 hrs and 12 mins
Language: English
Release date: 10-04-16
Publisher: Audible Studios
Ratings: 4 of 5 out of 13 votes
Genres: Business, Marketing
Publisher's Summary:
A customer experience roadmap to transform your business and culture.
Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.
And it will take years off your learning...2016-10-047h 12
The Marketing Book Podcast081 Chief Customer Officer by Jeanne Bliss"Chief Customer Officer : Getting Past Lip Service to Passionate Action" by Jeanne Bliss Click here to view the show notes! https://www.salesartillery.com/marketing-book-podcast/chief-customer-office-2.0-jeanne-bliss2016-07-2943 min
The Chief Customer Officer Human Duct Tape ShowHow Airbnb Scales Culture And Customer Experience, With Aisling Hassell - CB008Jeanne and Aisling discuss how Airbnb manages global customer experience across 191 countries and 34,000 cities. They explore specific CX tactics Airbnb uses to create not only great customer experiences, but also how they have established a fun and rewar2016-06-0728 min
The Chief Customer Officer Human Duct Tape ShowThe Value Of Building Bridges For Customer Experience, with Curtis Kopf (CB7)Jeanne talks with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. They discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience2016-05-3129 min
Everyday MBA53: Chief Customer Officer with Jeanne BlissEpisode 53 - Jeanne Bliss discusses her book Chief Customer Officer 2.0 and ways to build a customer-driven growth engine. Jeanne held CX executive positions for Microsoft, Allstate, and Mazda, among others. She is also the author of I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad. Stay tuned after the interview for five action items to take advantage of the ideas and advice in this interview, and hear some bonus comments from Jeanne as well as some listener shout-outs.
Host, Kevin Craine @Everyday_MBA2016-03-2629 min
Amazing Business RadioJeanne Bliss, The Original Chief Customer Officer, On The Customer ExperienceShep Hyken talks with Jeanne Bliss, the original Chief Customer Officer, about strategies and ideas that the customer-focused organization does to keep and grow their customer base. This is important for any business of any size. None of this is theory as Jeanne was the COO for Lands' End, Microsoft, Coldwell Banker and Allstate Corporation. She has an incredible background, and she generously shares her experiences with us. The focus of a company must be on the customer. Leadership must be in alignment with this customer focused vision. Everyone must understand how they impact the customer. Jeanne Bliss tells...2015-12-2239 min
Business Book TalkJeanne Bliss – Empowering Profit Through Focused Customer ServiceChief Customer Officer 2.0 How to Build Your Customer-Driven Growth Engine by Jeanne Bliss Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’…2015-11-1645 min
Capstone MarketingA Capstone Conversation With Jeanne BlissHello this is Jean Caragher, President of Capstone Marketing. I am pleased to be talking today with Jeanne Bliss, the Founder of Customer Bliss, a company formed to create clarity and an actionable path for driving the customer loyalty commitment into business operations. Jeanne developed her passion for customer loyalty at Lands’ End where she … Continue reading →
The post A Capstone Conversation With Jeanne Bliss appeared first on Capstone Marketing.2015-08-1129 min
Crack the Customer CodeEpisode 031: Customer Experience Managers, Jeanne Bliss, and Netflix
Do you need a customer experience manager?
Best-selling author Jeanne Bliss
How Netflix became a Customer Hero
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Jeanne Bliss- Chief Customer Officer 2.0: Your Customer-Driven Growth EngineChief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss
This on demand audio series is a part of the Executive Girlfriends Group Vignette Series. Chicke Fitzgerald interviews Jeanne Bliss. The original live interview was 5/22/15.
Chief Customer Officer 2.0 is based on a five-competency framework that successfully launched multitudes of Fortune 100 and Fortune 500 companies through their customer experience transformations. The framework addresses the issues that remain prominent, including siloed organizations and the need for clear goals and metrics, as well as new factors, like social media, that have altered the customer relations dynamic forever.
You’ll learn the fi...2015-05-2247 min
Customer Centric Marketing for Business with Dan MacInnisJeanne Bliss - Customer Experience ExpertJeanne Bliss is a guru in customer experience. Customer Bliss her website is packed full of great ideas and tools to help your business because more customer centric. Jeanne's book I love you more than your dog identifies 5 key decisions to make your business a beloved company. You know that sort of company that you tell your friends about. (threadless, zappos, moo, zipcar, modcloth, freshbooks, netflix, lands end, aussie farmers, grill'd, lorna jane, gapingvoid, mailchimp, nudie, incase). These companies:
Reveal who they are and aren't and make decisions on that basis
They decide to believe their customers and employees and...2013-06-1129 min