Podcasts about customer bliss

What's holding back your business from reaching its full potential? In this episode of Unicorny, host Dom Hawes and guest Géraldine Tenten discuss how to achieve sustainable growth by focusing on happy customers and avoiding common pitfalls. With over 20 years of experience in marketing and communications, Geraldine brings a wealth of practical advice on aligning sales and marketing for business success. Can you optimise your conversion rates and create loyal customers at the same time? Let's find out. Understand why happy customers are key to long-term growth. Learn how to align sales and marketing for maximum effectiveness. Discover how to use real-time data for immediate decision-making. Get ready to unlock practical strategies and learn how to prioritize what truly matters in your business. About Géraldine TentenA high performing executive expert in Digital Transformation, Marketing and Digital Sales with 25+ years of experience designing and implementing strategies in the technology industry, working in Europe, Canada and USA. Proficient in collaborating across the C-suite to drive revenue and business growth. Passionate about transforming organizations and partnering with different cultures across roles and skills – bringing diverse teams together through agile methodologies in support of a common vision. Driving engagement and delivering sales results. Recognised leadership as B2B Marketing and Communications Jury in the DACH Region and ex-IBM Germany board member Links Full show notes: Unicorny.co.uk  LinkedIn: Géraldine Tenten | Dom Hawes  Website: MANN + HUMMEL Sponsor: Selbey Anderson  This podcast uses the following third-party services for analysis: Podder - https://www.podderapp.com/privacy-policyChartable - https://chartable.com/privacy

What's holding back your business from reaching its full potential? In this episode of Unicorny, host Dom Hawes and guest Géraldine Tenten discuss how to achieve sustainable growth by focusing on happy customers and avoiding common pitfalls. With over 20 years of experience in marketing and communications, Geraldine brings a wealth of practical advice on aligning sales and marketing for business success. Can you optimise your conversion rates and create loyal customers at the same time? Let's find out. Understand why happy customers are key to long-term growth. Learn how to align sales and marketing for maximum effectiveness. Discover how to use real-time data for immediate decision-making. Get ready to unlock practical strategies and learn how to prioritize what truly matters in your business. About Géraldine TentenA high performing executive expert in Digital Transformation, Marketing and Digital Sales with 25+ years of experience designing and implementing strategies in the technology industry, working in Europe, Canada and USA. Proficient in collaborating across the C-suite to drive revenue and business growth. Passionate about transforming organizations and partnering with different cultures across roles and skills – bringing diverse teams together through agile methodologies in support of a common vision. Driving engagement and delivering sales results. Recognised leadership as B2B Marketing and Communications Jury in the DACH Region and ex-IBM Germany board member Links Full show notes: Unicorny.co.uk  LinkedIn: Géraldine Tenten | Dom Hawes  Website: MANN + HUMMEL Sponsor: Selbey Anderson  This podcast uses the following third-party services for analysis: Podder - https://www.podderapp.com/privacy-policyChartable - https://chartable.com/privacy

A 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 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 the cofounder of the Customer Experience Professionals Association and is fondly known as the “godmother” of customer experience. What a great way to celebrate this milestone event!

Revisiting 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 you allow for human error? If you return that rent-a-car 3 minutes late, are you get dinged for half a day?...Put people above process.” 15:31

Many are exhausted over the pandemic and discussing how it “changed everything,” but it would be a disservice to not recognize its effects on the CX profession. But there are some valuable take-aways in what we've learned about the experience management world during the pandemic. Host Steve Walker welcomes Jeanne Bliss, a c-suite coach and global thought leader for CX, the Founder and CEO of Customer Bliss, a co-founder of the CXPA, and host of the podcast The Human Duct Tape Show, to discuss CX trends as world emerges from the pandemic.

When you retire, will people line up to say goodbye to you? What 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 line of people saying goodbye to her father at retirement shaped the way she approaches her career-Why the ability to swivel is more important now than ever before. -How, with the right set of metrics, AI can be the game changer in your customer contact center

Interview by Chicke Fitzgerald of the Game Changer Network, showcased on C-Suite Network  "Chip Bell's unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer's ingenuity for creating breakthrough results." --Jeanne Bliss, founder and CEO, CustomerBliss; and cofounder, Customer Experience Professionals Association (CXPA) Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today's innovation-hungry economy. The challenge is customers often don't know precisely what they want. As Henry Ford is reputed to have said, "If I had asked people what they wanted, they would have said faster horses." To surprise and awe your customers, Chip Bell advises developing co-creation partnerships with them. Co-creation partnerships are about fulfilling customers' hopes and aspirations, not just their needs and expectations. Co-creation partnerships require (1) curiosity that uncovers insight, (2) grounding that promotes clear focus, (3) discovery that fosters risk-taking, (4) trust that safeguards partnership purity, and (5) passion that inspires energized generosity. Using examples from organizations like McDonald's, DHL, Marriott, Lockheed Martin, Discover Financial, Ultimate Software, and many more, Bell shows how co-creation partnerships enable you to tap into the treasure trove of ideas, ingenuity, and genius-in-the-raw within every customer. Chicke Fitzgerald is an e

In 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 Twitter

What 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 line of people saying goodbye to her father at retirement shaped the way she approaches her career Why the ability to swivel is more important now than ever before. How, with the right set of metrics, AI can be the game changer in your customer contact center Links discussed in the podcast: Jeanne Bliss website - https://www.customerbliss.comJeanne on LinkedIn: https://www.linkedin.com/in/jeannebliss/Jeanne on Twitter: https://twitter.com/JeanneBliss bgg Seth Godin Interview by Jeanne Bliss: https://www.linkedin.com/posts/jeannebliss_live-with-seth-godin-game-changing-author-activity-6663104983761768449--CbxBook: Would You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers https://www.amazon.com/dp/0735217815/ref=cm_sw_r_tw_dp_x_YodkFbARE1SKTBook: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine https://www.amazon.com/Chief-Customer-Officer-2-0-Customer-Driven/dp/1119047609/To hear this interview and many more like it, subscribe to the Conversations that Matter Podcast on Apple Podcasts, on Spotify, or on our website.

When you retire, will people line up to say goodbye to you? What 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 line of people saying goodbye to her father at retirement shaped the way she approaches her career Why the ability to swivel is more important now than ever before.  How, with the right set of metrics, AI can be the game changer in your customer contact center Links discussed in the podcast: Jeanne Bliss website - https://www.customerbliss.com Jeanne on LinkedIn: https://www.linkedin.com/in/jeannebliss/ Jeanne on Twitter: https://twitter.com/JeanneBliss bgg Seth Godin Interview by Jeanne Bliss: https://www.linkedin.com/posts/jeannebliss_live-with-seth-godin-game-changing-author-activity-6663104983761768449--Cbx Book: Would You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers https://www.amazon.com/dp/0735217815/ref=cm_sw_r_tw_dp_x_YodkFbARE1SKT Book: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine https://www.amazon.com/Chief-Customer-Officer-2-0-Customer-Driven/dp/1119047609/ To hear this interview and many more like it, subscribe to the Conversations that Matter Podcast on Apple Podcasts, on Spotify, or on our website.

In 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 14:10“Do you allow for human error? If you return that rent a car 3 minutes late are you get dinged for half a day?...People above process.” 15:31jeanne@customerbliss.com)

On today’s episode of The Atlanta Small Business Show, we’re pleased to welcome customer experience expert and acclaimed speaker, Jeanne Bliss. Jeanne is also the President and CEO of Customer Bliss, as well as the best-selling author of several popular business books including her latest, Would You Do That To Your Mother?. https://www.myasbn.com/coronaviruscoverage/the-importance-of-listening-to-your-customers-in-a-time-of-uncertainty-jeanne-bliss-ceo-of-customer-bliss/

In 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...

As part of our continuing coverage of the Coronavirus, we’re pleased to welcome customer experience expert and acclaimed speaker, Jeanne Bliss. Jeanne is also the President and CEO of Customer Bliss, as well as the best-selling author of several popular business books. In this segment, Jim and Jeanne discuss the key takeaways from her recent article, “In This Pandemic, Move How You Listen to Customer – From ASKING to UNDERSTANDING.“ Did you enjoy this interview? Please share your thoughts, comments or questions regarding this topic with host Jim Fitzpatrick at jfitzpatrick@cbtnews.com. https://www.cbtnews.com/6-ways-to-build-trust-among-your-customers-and-employees-during-covid-19-jeanne-bliss-customer-bliss/

Today'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 customers.

Today's interview is with James McGourlay, who is the Senior Vice President of Global Technical Services at OpenText, a global leader in Enterprise Information Management (EIM) & Canada's largest software company. James joins me today to talk about some of the big challenges that they are seeing and hearing about from their customers, how they are helping them and he also gives a view and update on the perennial challenge of creating a unified view of the customer. This interview follows on from my recent interview –How Chief Customer Officers build their organisations customer growth engine – Interview with Jeanne Bliss of CustomerBliss – and is number 151 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 customers.

Sarah chats with Jeanne Bliss, Founder and CEO of Customer Bliss and Author of four CX-related books for some tactical advice on what it takes in today’s competitive landscape to truly set yourself apart with your customers.

In order for a customer to be loyal to your business, you have to show them devotion, respect their circumstances, and honor their time. Our next guest, Jeanne Bliss, is a pioneer in this field. For 20 years, she held the first-ever Chief Customer Officer role for companies like Microsoft, Mazda, and Allstate. Today, she is a best-selling author and the Founder/CEO of Customer Bliss. Jeanne has been working in the customer experience industry since the late 80s and she says there have been several big, notable changes in the marketplace from then to now. One of the biggest, being social media. Previously, businesses could say and define who they were, now, customers have a metaphorical megaphone in their hands, and they are dictating a brand’s identity in new ways. And with that comes new definitions of ‘good’ or ‘fast’.

Jeanne Bliss is the Founder and President of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association.

CEOs 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 You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers. Hope you like it.

Oracle recently conducted a study of 1,100 US consumers, and last week released a report of the findings called “One Size Doesn’t Fit All.” The report was done in partnership with and features analysis by Jeanne Bliss, a leading customer experience thought leader, author and founder of CustomerBLISS.

"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, and blogger. We recorded this episode prior to Jeanne’s presentation at the CO-OP Think Event and start our conversation discussing business in general and redefining the customer service model. She explains the difference between customer service and customer experience. Rather than focusing on your key performance indicators and how the customer factors into the numbers, give customers what they need and your KPI will show the impact. Traditionally, the number of incoming new customers are indicative of success. Instead, Jeanne says that businesses should focus on net growth. Having 50 new customers means nothing if 35 existing customers no longer do business with your organization.Jeanne’s new book Would You Do That to Your Mother discusses making business personal. Business leaders need to see their customers as human rather than as metrics. Empower employees to make decisions in the moment of conflict to take care of the customer. Your employee will feel like a partner in the business, and your customer will feel heard.Listen today to learn how customer experience should drive business decisions and employee engagement. We talk about Jeanne’s path through various corporate positions and creating the customer experience process and position. How to find Jeanne:Jeanne BlissFounder & President of Customer BlissCo-Founder of the Customer Experience Professional Associationjeanne@customerbliss.comwww.customerbliss.comTwitter | LinkedIn | Podcast Show notes from this episode:Conferences mentioned: CO-OP Think EventBook mentioned: Would You Do That to Your Mother - Jeanne BlissCompany mentioned: Alaska Airlines - We Trust You Toolkit case studyCompany mentioned: Land’s EndShout out: Gary ComerCompany mentioned: Mazda Motors of AmericaCompany mentioned: Coldwell BankerCompa

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 know for sure? Well, stay tuned because our guest on this episode is: Jeanne BlissShe is a fearless pioneer for customers, and has harnessed her Italian background and 35 years of experience in order to improve the lives of customers and employees! Jeanne Bliss pioneered the role of Chief Customer Officer (CCO), holding the first-ever CCO role. She's spent over 20 years at Lands' End, Microsoft, Coldwell Banker and Allstate corporations, where she has driven achievements such as 95% loyalty rates and improved customer experiences across 50,000-person organizations. In addition, she is the author of four books: best-sellers Chief Customer Officer and I Love You More than My Dog, as well as her latest work, Would You Do That To Your Mother?As founder and president of CustomerBliss, she counsels such clients as AAA, Brooks Brothers, Johnson & Johnson, and The US Postal System, as well as many others.On this episode we go FullMonty on:6 actions that build “make mom proud" companiesWhy we need all need a "mom lens"Harnessing her Italian backgroundGetting past the baloney in businessHow to measure REAL prosperity The difference between a calling and a professionWhat she learned from PepsiCo, Patagonia, and Virgin HotelsWhy some leaders need their mouths washed out with soapLeadership Bravery...and how to foster it! and so much more...To find out more about Jeanne Bliss: https://www.customerbliss.comTo find out more about hiring Dov Baron as a speaker or strategist for your organization: http://fullmontyleadership.com/consulting or http://fullmontyleadership.com/speaking.Remember you can now also find us on iTunes, Spotify, iHeart Radio, or wherever you tune into podcasts.Also on traditional radio stations across the US every Monday and Thursday: 99.5 FM & 1520 AM Las Vegas102.1 FM & 1640 AM Lancaster, Philadelphia87.9 FM & 810 AM Macon, Gorgia 92.1 FM & 1630 AM Tampa, Florida97.7 The Villages, Florida96.3 FM Boulder ,Colorado90.3 FM Milwaukee, Wisconsin 94.7 FM Pittsburg, Philadelphia87.9 FM Colorado Springs, ColoradoAnd NOW LIVE! On 96.7FM WASHINGTON, DC On 96.7FM covering THE WASHINGTON DC & QUANTICO area.Also look for us on ROKU TV, where there’s 100K subscribers. If you are a regular listener, then a big thank you to you for making us the #1 podcast globally for Fortune 500 listeners! And with a potential reach of 2.5 to 3 million listeners for every show, we’re honoured and grateful to be cited in INC.com as The #1 Podcast To Make You a Better Leader. See acast.com/privacy for privacy and opt-out information.

How to Build Your Customer-Driven Growth Engine Interview by Chicke Fitzgerald of the Game Changer Network as a part of the Best of the Game Changer series, showcased on C-Suite Network 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. After 25 years as the Customer Experience Executive in five major US Corporations, Jeanne Bliss founded CustomerBliss in order to create clarity and an actionable path for driving the customer loyalty commitment into business operations. The Game Changer is featured on C-Suite Network.

How to Build Your Customer-Driven Growth Engine Interview by Chicke Fitzgerald of the Game Changer Network as a part of the Best of the Game Changer series, showcased on C-Suite Network 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. After 25 years as the Customer Experience Executive in five major US Corporations, Jeanne Bliss founded CustomerBliss in order to create clarity and an actionable path for driving the customer loyalty commitment into business operations. The Game Changer is featured on C-Suite Network.

In order for a customer to be loyal to your business, you have to show them devotion, respect their circumstances, and honor their time. Our next guest, Jeanne Bliss, is a pioneer in this field. For 20 years, she held the first-ever Chief Customer Officer role for companies like Microsoft, Mazda, and Allstate. Today, she is a best-selling author and the Founder/CEO of Customer Bliss. https://www.myasbn.com/small-business/customer-experience/treat-mother-like-modernize-customer-experience-strategy-jeanne-bliss-ceo-customer-bliss/

Conversation with Jeanne Bliss, the founder and CEO of Customer Bliss, the Co-Founder of The Customer Experience Professionals Association, and she has pioneered the role of the Chief Customer Officer having held the role of CCO several times at companies including Lands' End, Microsoft, Coldwell Banker and Allstate Corporations

Pat Gibbons guest hosts this episode with guest Jeanne Bliss, founder and president of CustomerBliss, consultant, and thought leader on customer experience. Jeanne and Pat discussion her books, how she began her career in CX, and how customer experience leaders needs to remember the human side to how they approach CX within their companies.

On this week’s episode, we chat with Jeanne Bliss, the customer experience pioneer and CEO of Customer Bliss, about crafting extraordinary customer experiences. Jeanne pulls from her expertise to discuss how C-suite executives can drive the customer experience, tips for businesses to create a culture of customer success, which KPIs you should focus on and more. Tune in!

Host 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.

This episode includes a conversation with Jeanne Bliss, president of CustomerBliss and author of Would You Do That to Your Mother?: The ‘Make Mom Proud’ Standard for How to Treat Your Customers. If you don’t consider servicing customers as a revenue driver, you’d be wrong. With today’s transparent business culture, your customers are talking about you, posting reviews and sharing their experiences. If you’re not working hard to deliver a remarkable service experience, you’re shooting your revenue growth plans in the foot. Learn how to drive revenue growth through high-quality and remarkable service experiences.

Building 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 the right to grow by improving customers' lives. In this conversation, she shares her 5-step proven framework to build a customer-driven growth machine and shares examples of the start-ups leading the way. Help Us Spread the Word · Please subscribe, rate and review the podcast on iTunes. Ratings and reviews are extremely helpful for spreading these episodes to more female founders. Resources: · Visit Jeanne's website: http://bit.ly/2zj3MiY · Get your hands on Jeanne's latest book, Would You Do That To Your Mother? : The Make Mom Proud Standard for How To Treat Your Customers: https://amzn.to/2MTvvZl Work with Naomi: · Apply to join our business accountability group: http://bit.ly/2spybFG · Sign up for a complimentary discovery call: http://bit.ly/2wttos2 · Ready to raise your rates and double your income? Get the free guide: http://bit.ly/2W7hehh Join the Community · For more content, head to www.thelifestyleedit.comand click here to join thousands of female creatives in our newsletter community: http://bit.ly/2rVZVzo

Jeanne  Bliss is  Founder  and  President  of  Customer Bliss  and  Co-Founder  of  The  Customer  Experience Professionals  Association.  She  is  the  bestselling  author  of  Chief  Customer  Officer  2.0:  How  to  Build Your  Customer-Driven  Growth  Engine  and  the  new  book  WOULD  YOU  DO  THAT  TO  YOUR  MOTHER? The  "Make  Mom  Proud"  Standard  for  How  to  Treat  Your  Customers.    Podcast Highlights Who is Jeanne Bliss? Jeanne is the daughter of a man who owned a Buster Brown shoe store. In the course of selling shoes, Jeanne’s father became a part of his customer’s lives and people stood in a line two blocks long to say goodbye when he closed the store. He instilled the spirit of entrepreneurship in his children on the way. Even when Jeanne was working in the corporate world, she was very entrepreneurial and her focus on the experience of the customer and the employees lead her to become the conscience of the company she worked for. She went on to work for Mazda, Coldwell Banker, AllState Corporation, and finally at Microsoft, all in roles with a similar focus on customer experience. How does an entrepreneur deliver a great customer experience? There are 32 practices that define our experiences as consumers. The new book divides these into four main categories and gives you the toolkits you can use to build a customer experience focused business. By bonding your employees to your business you reduce your labor costs. You have to establish expectations before you begin. There needs to be an explicit understanding of the two way trust involved in the customer experience. The disconnect occurs when the customer doesn’t understand the process because there is usually a gap between what customers expect and what they actually get. Be deliberate with what you want people to feel and think about the experience you want to deliver. Start with the life experience instead of chasing the score. Memory creation is the currency of your brand. How are you measuring customer love? Track and measure how many customers are coming back and those who are never returning. You need to earn the right to grow. Do you hire and develop people who you trust to create memories or do you hire people who only execute processes? When customers come at you, it’s because they feel like they have been disrespected or unappreciated. Reference: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine, Jeanne Bliss Jeanne’s Takeaway Go on Amazon and buy the book, connect with Jeanne on LinkedIn, read the book and if there are ten people who are interested, Jeanne will do a book huddle. Pick one thing to work on, not ten things to work on. If you try to do more than one thing at a time it will implode.   Links: https://www.amazon.com/Chief-Customer-Officer-2-0-Customer-Driven-ebook/dp/B00TWK3Q3M/ref%3Dtmm_kin_swatch_0?_encoding=UTF8&qid=1524868439&sr=1-1 customerbliss.com cxpa.org make-mom-proud.com Thank you for listening! If you enjoyed this podcast, please subscribe to the show on iTunes!

This 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.

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.

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 trust in your front-line staff. Become a customer experience leader within your own organisation.

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 good care of the people we care about, whether it's our mother, sibling or a close friend. In many situations, there is a difference in how we treat customers and how we treat our loved ones. But every customer we interact with is someone's mother, sibling or friend and should be treated with the same humanity and respect. Bliss says the work of customer experience can get unnecessarily complicated. By pausing and evaluating the situation before taking action, practitioners can connect in a more human way instead of being stuck in a sea of processes and regulations. After all, customer experience comes down to connecting with people, not just sticking to a rule book. An example Bliss cites in her book is Vail Resorts, which outlawed phrases like “Our policy is”, “Not my job” and “I don't know.” The company gave its employees freedom to deliver the experience of a lifetime to its customers and provided the training and trust to go along with it. If your mother called in with a warrantee claim three days after the warrantee expired, you wouldn't give her a lesson in your company's warrantee policy—you would simply take the claim and make an exception. The same should be true with other customers. If a long-standing customer calls with a warrantee claim just after the warrantee expires, take care of them like you would your mother. If not, you put that customer relationship at risk and open the door for them to go to a competitor. One of the reasons people often overlook the humanity of customer experience is that there is a lack of trust in many organizations. When leaders don't trust employees, it leads to a poor experience that drives away employees and customers. We should trust employees and trust customers, just like we trust our mothers and other loved ones. Bliss also shares the example of Cleveland Clinic, which realized more than a decade ago that it just wasn't pleasing customers. The organization implemented rules that meant that no employee, no matter if they were a doctor or worked in the gift shop, was allowed to pass a customer requesting help. It also made all employees caregivers and gave them training and permission to stop and help every customer and patient they saw. The company got rid of silos for a more holistic approach to customer experience. You wouldn't leave your mother in the hallway of a hospital, so why would you do that to a customer? Customer experience is all about humanity. More than profits or growth, it really comes down to connecting with customers and meeting their needs. As we build and strengthen relationships, the growth and profits come naturally. As Bliss says, we need to add humanity to customer experience and really ask ourselves, “Would I do that to my mother?”  

Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. She is now the President of CustomerBliss, where she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers’ lives. Her clients include: AAA, Johnson & Johnson, Brooks Brothers, Bombardier Aerospace, and Kaiser Permanente. She is a sought after speaker and thought-leader, the author of three best-selling books, and co-founder of the Customer Experience Professionals Association. Listen to her talk with Voices of Customer Experience about improving your customer experience from the frontline and building a strong customer experience strategy into your operating model by outlining her book Would You Do That To Your Mother? You can read all about Jeanne on her website: www.customerbliss.com and www.make-mom-proud.com You can also use the #makemomproud hashtag to participate in her CX movement. Follow Jeanne Bliss LinkedIn: https://www.linkedin.com/in/jeannebliss/ Twitter: @JeanneBliss Follow Mary Drumond LinkedIn: linkedin.com/in/marydrumond/ Twitter: @drumondmary Voices of Customer Experience Podcast Page: https://blog.worthix.com/podcasts Customer Experience Ebooks: www.worthix.com/resource-page Customer Experience Blog: https://blog.worthix.com Worthix's Artificial Intelligence CX Survey: www.worthix.com

Jeanne 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 episode: Why Jeanne wrote her latest book “Would You Do That to Your Mother?” The importance of taking business personally How Jeanne’s book “Would You Do That to Your Mother?” can be helpful to every member of your organization Why you should strive for goodness driven growth within your organization The importance of connecting to your mission Why you need to earn the trust of your customers How to become innovative to meet the needs of your customers Why you need to think through the lens of your customer How being deliberate in your treatment of your customers turns you into a “make Mom proud” company The importance of leaders enabling their employees to bring their best selves to work Ways to contact Jeanne: Website: www.make-mom-proud.com Website: www.customerbliss.com Twitter: @JeanneBliss Book: “Would You Do That to Your Mother?: The Make Mom Proud Standard for How to Treat Your Customers”

Shep 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 their mother and writing something they’ve done to make her proud. • Because customers first interact and communicate with a company’s employees, businesses must first have happy employees. • Would You Do That to Your Mother?, which includes 32 case studies, is split into five parts: 1. Be the Person I Raised You to Be  This chapter discusses enabling your employees to thrive. Bliss emphasizes that hiring is the most important decision for businesses. 2. Don’t Make Me Feed You Soap  This part of the book describes the importance of honoring your customers’ time. 3. Put Others Before Yourself  For businesses to achieve their own goals, they must first make it possible for customers to achieve their goals. 4. Take the High Road  Bliss discusses the need to be fair and not take advantage of customers. Instead, businesses and customers become partners. 5. Stop the Shenanigans  This section of the book summarizes the “mom” lens with questions and includes a “Make-Mom-Proud-ometer” to help evaluate your organization and find out how close you are to being having a “Make Mom Proud” business. About: 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. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Find the book here: (https://www.amazon.com/Would-You-That-Your-Mother/dp/0735217815/ref=tmm_hrd_swatch_0?_encoding=UTF8&qid=1525198239&sr=8-1) Learn more about your ad choices. Visit megaphone.fm/adchoices

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 interview, we’ve come so far with customer experience, having added many new practices and technologies, we’ve actually lost our way. So she wrote a book to use as a guide for getting back to the heart of the matter by doing things your mother would be proud of. It makes a lot of sense! We’re giving you exclusive highlights from Jeanne’s book, which is not only a fun, enlightening read, but a set of tools you can keep and share. She covers surprisingly simple ways to understand the customer experience, bring clarity, drive conversations in your organization, and more importantly, take action! "Trust the front line to extend grace. Let policy and the golden rule collide." -Jeanne Bliss Each chapter of Would You Do That To Your Mother includes 4 key elements that serve as a toolkit to help you better focus on the customer and simplify your efforts, then put that insight to work in the real world. Here’s a quick peek at what each chapter includes: Comic – Here’s what’s happening to the customer…so, do we get it!? Case study – Here’s what other brands have done, and more importantly, how to make it operational. Mom lens – How would your mom view this situation, and what would she have you do? Summary and quiz – Let’s make sure you get it! Take the quiz, then evaluate your understanding on a five-point scale. “Have you embedded this value and behavior of honor and time and your customer’s life into your operation?” -Jeanne Bliss We can’t possibly cover everything from this amazing book, but we certainly tried with this interview! Packed with case studies, expert tips, and lots of fun extras, this episode is one to keep in your back pocket, take notes on, and share with colleagues. Wouldn’t it be great to know everything you do in business would make your mom proud? Then for the last time, get your feet off the coffee table and listen in!  Interview Highlights Why did Jeanne write this book, and more importantly, why should we be making our moms proud? [3:08] “Removing the bar of soap moments from our customers’ lives” is an edgy chapter title, and there are more like this! So why did Jeanne theme the book this way? [5:05] What would make mom proud in business, and especially in customer experience? Jeanne shares favorite examples [8:00] If they’re equally important, then how do you balance empowerment with customer-centric guidelines? Jeanne defines some guide rails for you! [12:04] Jeanne rolled many great comics and visualizations into her book, so how can we use these as tools along with the book? [18:20] About our guest Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. She is now the President of CustomerBliss, where she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers’ lives. Her clients include: AAA, Johnson & Johnson, Brooks Brothers, Bombardier Aerospace, and Kaiser Permanente. She is a sought after speaker and thought-leader, the author of three best-selling books, and co-founder of the Customer Experience Professionals Association. Connect with Jeanne Twitter LinkedIn Website (Don’t miss the special offers!) Related Content 360Connext® post, The 5 Customer Leadership Competencies Every CCO Must Embrace Customers That Stick® post, 3 Examples of How to Easily WOW Customers Episode Episode 031: Customer Experience Managers, Jeanne Bliss, and Netflix Episode 086: Dr. Adrienne Boissy, The Patient Experience We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message: Start creating a successful CX strategy Are you ready to build a customer experience strategy on a solid foundation for the long term? We’re shattering the top 5 CX strategy myths in our latest evergreen webinar. You will learn: How to avoid the 5 so-called “Customer Experience Strategies” that aren’t strategies at all What drives a winning customer experience strategy and examples of companies that “get it” How to create a foundation for a customer experience strategy that works for the long term Join Jeannie at a time that works for you for some serious mythbusting and a head start on creating a customer experience strategy that works!  Sign Me Up!     Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Surprisingly, companies still need to be convinced to focus on their customers before making money. Treating customers badly is no longer an option. In this episode, learn how to earn your customers’ love and admiration, as well as grow your business. Today, I’m talking to Jeanne Bliss, president of Customer Bliss. Jeanne describes how companies focus on sales goals, internal KPIs, and and other metrics, and tend to forget about their customers - who actually drive all of those metrics. *** Tap on this link to access show notes+transcripts, join our private community of mavericks, or sign up to the newsletter: EveryoneHatesMarketers.com/links

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 also the author of the groundbreaking book, “Chief Customer Officer.” Secret – timesaving technique Jeanne writes a to-do list by sending texts to herself -- she then deletes the texts when they are completed -- stay focused on what you need to accomplish. ONWARD! Daily habit that contributes to success Make sure you have time for what matters -- Jeanne carves out time for exercise and her family daily. Could have ruined your business – but now – an invaluable learning experience Jeanne learned she had to check her ego at the door -- and Jeanne tells the whole story here. Most influential lesson learned from a mentor "Write like you talk."   Final Round – “Breaking Down the Recipe for Success” What systems would you go back and put into place sooner? I would have networked more than I did. What strategy would you recommend new business owners focus on to best ensure success? Define what you're passionate about Create your personal code of conduct Build the journey of the customer's life that you're improving Find your way to deliver value How best to connect with Jeanne: Website: www.customerbliss.com Twitter: @JeanneBliss

SHOW NOTES About Today's Guest:  Jeanne BlissJeanne Bliss is the President of CustomerBliss, where she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers’ lives. Her clients include: AAA, Johnson & Johnson, Brooks Brothers, Bombardier Aerospace, and Kaiser Permanente.Jeanne pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience.She is a sought after speaker and thought-leader, the author of three best-selling books:  I Love You More Than My Dog, Chief Customer Officer, and the newly released Chief Customer Officer 2.0. Jeanne is co-founder of the Customer Experience Professionals Association, and is also host of her own Customer Experience podcast The Human Duct Tape Show.In this episode, we talked about...In our interview we talk about what Jeanne calls The 5 Competencies to build a customer driven growth engine.  For a more detailed overview, go to Jeanne's website, Customerbliss.com.  Meantime here they are:Competency 1:  Customers as Assets:  Moves you to a simple, non-refutable measure of if you did, or did not, earn the right to growth.Competency 2:  Align around the experience:  Changes the accountability and the story of the business from silo performance to customer life improvement.Competency 3:  Build a Customer Listening Path:  Unites multiple sources of customer feedback to tell the story of customers' lives by stage, as they experience you.Competency 4:  Proactive experience, reliability and innovation:  Let's you know, before the customer tells you, if the experience was reliable and valuable to them.Competency 5:  One-company accountability, leadership, and culture:  Unites leaders to guide and enable the company to improve customers' and employees' lives.You can also hit Jeanne up on Twitter @JeanneBliss, and check out her own excellent podcast on customer experience, called the Human Duct Tape Show (you need to read Chief Customer Officer 2.0 to understand that reference).  :)Thank you for listening.

Did you know that Chief Customer Officers are the human duct tape of the organization? Chief Customer Officers are one of the fastest growing roles within organizations today. The Chief Customer Officer reports to the CEO and is responsible for the end to end customer experience. While the Chief Customer Officer is a highly influential role within the company, you don't have to be a C-level officer within the company to impact change around the customer experience. But you do need to understand how to be a strong relationship builder, according to Jeanne Bliss. If you're trying to build influence at your company how do you go about getting meetings with people such as the CFO--and why would you want to do that at all? Bliss has some ideas around how you can do this well.  Bliss is an author, speaker and consultant. She's recently published Chief Customer Officer 2.0: How To Build Your Customer Driven Growth Engine (Wiley). Bliss has real-world experience having held senior customer strategy roles at Lands' End, Microsoft, Mazda, Coldwell Banker and Allstate Corporation. She is the President of consulting firm Customer Bliss, she's the author of two other books including her first Chief Customer Officer (Josey-Bass) and I Love You More Than My Dog: Five Decisions That Drive Extreme Customer Loyalty In Good Times and Bad (Penguin Group). She's an experienced practitioner and thought leader who doesn't sugar coat the facts. 

Hello 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.

Do you need a customer experience manager? Best-selling author Jeanne Bliss How Netflix became a Customer Hero SPONSOR MESSAGE Are you mapping your customer journeys but struggling with how to derive value from your maps? Touchpoint Dashboard is a powerful web-based journey mapping platform that makes visualizing, collaborating, and sharing maps so easy to do. Touchpoint Dashboard was purpose built to ensure that your journey maps meet your goals and become the catalyst for change that they were meant to be. Sign up for a free 15-day trial to see how Touchpoint Dashboard can help you understand - and transform - your customer experience. Do you really need a Customer Experience Manager? Jeannie and Adam discuss the pros and cons of adding a specific role around customer experience. Is it really necessary to make change? Or is it just adding to the bureaucracy?  What’s happening in the C-Suite?  Discussion begins at 1:19. Jeanne Bliss, Author, Chief Customer Officer 2.0 Jeanne discusses the 5 Competencies for a Customer-Driven Growth Engine which she outlines and explains in her new book. Jeannie asks Jeanne about what it really means to honor a customer. This is a great discussion about what really makes an honorable experience for customers and companies alike. Jeanne’s been a Chief Customer Officer for organizations like Land’s End and Allstate, so hearing her perspective is a unique opportunity to understand how this role continues to evolve. Discussion begins at 5:09. Customer Hero, Customer Zero: Netflix moved from Zero to Hero A soldier’s complaint to Netflix about charges while he was overseas led to a really awful response from a customer service representative. It was a terrible viral story about how this serviceman was treated so poorly. Netflix turned this incredibly disappointing situation around by reaching out directly to the customer, dismissing the customer service rep and offering long-term solutions. Jeannie & Adam discuss how swift action can help organizations recover. Discussion begins at 16:52. People, Places, and Things of the Podcast:  Guest Speaker / People Jeanne Bliss pioneered the role of the customer experience executive, or Chief Customer Officer, as she held the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations, reporting to each company’s CEO. She now leads CustomerBliss, where she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers’ lives. She is a sought after speaker, the author of two best-selling books, and co-founder of the Customer Experience Professionals Association. Customer Bliss | Twitter | LinkedIn | Chief Customer Officer 2.0 Chief Concerns – This is an article in Stores Magazine about the proliferation of C-level titles. Jeannie is quoted. Starbucks manager viral video CTCC Holocracy Episode  Metrics are Great, but Always Late! This is the blog post mentioned in the interview    Take care of yourself and take care of your customers.     Learn more about your ad choices. Visit megaphone.fm/adchoices

Chief 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 five key competencies embraced by world-class leaders and the role of the Chief Customer Officer in uniting the organization to build and embrace these new competencies. After 25 years as the Customer Experience Executive in five major US Corporations, Jeanne Bliss founded CustomerBliss in order to create clarity and an actionable path for driving the customer loyalty commitment into business operations. Her website is http://www.customerbliss.com/ To order the book click HERE For more information about the Executive Girlfriends' Group see: http://www.executivegirlfriendsgroup.com

Jeanne 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 trust underpins their actions They have clarity of purpose and know how they support customers. They deliver on that promise. They are real and authentic. They have a personality and the collective employees can shine through. They decide to be there and operationally commit to creating a reliable customer experience They say sorry when they get it wrong because mistakes happen Resources Customer Bliss Website Jeanne's Blog

Creating Customer BlissThis content from: Duct Tape Marketing Creating Customer BlissThis content from: Duct Tape Marketing Marketing podcast with Jeanne Bliss (Click to play or right click and "Save As" to download - Subscribe now via iTunes or subscribe via other RSS device (Google Listen) My guest for this week's episode of the Duct Tape Marketing Podcast is customer experience expert Jeanne Bliss. [...]

BJ and Deb met and interviewed Jeanne Bliss, author "I Love You More Than My Dog" at the Word of Mouth Supergenius conference (see video www.facebook.com/socialgeekradio). Jeanne started her career at Land's End reporting to founder Gary Comer and the company's executive committee, ensuring that in the formative years of the organization, the company stayed focused on its core principles of customer and employee focus. She was the first leader of Land's End Customer Experience. Jeanne now runs CustomerBliss (www.customerbliss.com), an international consulting business where she coaches executive leadership teams and customer leadership executives on how to put profitablity at the center of their business, by getting past lip service; to operationally relevant to operationally executable plans and processes. Her clients include Johnson & Johnson, TD Ameritrade, St. Jude's Hospital and many more. Her best-selling books are "Chief Customer Officer: Getting Past Lip Service to Passionate Action" and "I Love You More Than My Dog; Five Decisions That Drive Extreme Customer Loyality in Good and Bad Times." Jeanne will discuss her books and how you can build a beloved company.