Podcast appearances and mentions of jeanne bliss

Are you on LinkedIn? Ever wondered how LinkedIn keeps its users engaged and loyal? Join us for an insider's view of the platform that drives business networking. Unpacking Value Creation: Sam Stern delves into the importance of distinguishing between LinkedIn users—members versus customers. He explains how this differentiation impacts the value each group gets from the platform, ensuring a balance between the needs of paying customers and non-paying members. Continuous Evolution: LinkedIn is committed to continuous research, aiming to understand user pain points and iterating solutions based on direct feedback. This approach helps uncover underlying issues and experiment with ways to enhance user experience. Aligning with the Power Core: Drawing on Jeanne Bliss's Power Core concept, Sam illustrates how aligning with LinkedIn's core strength as a product-driven organization has revolutionized their ability to influence change and elevate the customer experience. This alignment underscores the importance of understanding and working within the organizational power structure. This episode promises a deep dive into the strategies that make LinkedIn a powerful networking tool! Meet Sam: Sam Stern is a customer experience expert with more than 20 years in the field as a speaker, community builder, practitioner, podcaster, and researcher.    Currently, he leads the Service Design team at LinkedIn, helping to design and deliver delightful experiences for the platform's 1 billion members and customers. Sam has also created three LinkedIn Learning courses on customer experience, and hosts his own weekly podcast, CX Patterns.    In past roles, he started a customer experience team for the footwear company New Balance, and worked in research and consulting roles at Forrester Research. While there, Sam helped launch Forrester's CX Certification training curriculum, and he started Forrester's popular “CX Cast” podcast.     

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!

Is your bookshelf begging for some enlightening CX literature? Ready for some compelling reads that will amp up your customer experience game? Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement. From the classics like "Why We Buy: The Science of Shopping" by Paco Underhill and "Chief Customer Officer 2.0" by Jeanne Bliss to newer gems like "A Diamond in the Rough" by Steven Van Belleghem, we've got a treasure trove of insights to excavate. But we aren't just listing books here. Jeannie Walters shares the invaluable nuggets of wisdom that she's gleaned from each book and how they can be applied to your organization. Whether you're a seasoned CX professional or just starting out on your CX journey, you're sure to find a book recommendation that will resonate with you. So tune in, and let's turn knowledge into power, inspiration, and intentional action that can catapult your customer experience strategy to unparalleled heights. Bottom line - It's time to elevate your CX game!Books Mentioned:"Why We Buy: The Science of Shopping" by Paco Underhill"Chief Customer Officer 2.0" by Jeanne Bliss"Outside In" by Harley Manning and Kerry Bodine [Correction]"Delivering Happiness" by Tony Hsieh"A Diamond in the Rough" by Steven Van Belleghem"Empathy in Action" by Tony Bates and Dr Natalie Petouhoff"The Digital-First Customer Experience" by Joe Wheeler"Employalty" by Joe MullResources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

How do you become an unforgettable brand that customers continue to buy from and rave about to others? What are ways to lead and unite your organization that would "Make Mom Proud?" Author Jeanne Bliss and Stacy Sherman discuss these topics, including the value of goal mapping versus journey mapping, workforce trends, and earning the right to customer driven-growth.  Details at DoingCXRight.com/podcasts

The Chief Customer Officer can be a singular role that unites your organization around your customers. But what does this role entail? And does it always need to be just one person—or exist at all? In this episode, best-selling author Jeanne Bliss shares her insights into the CCO position and how to unite decision-makers for a cohesive approach to customer experience.

Aaron Thompson is a Chief Revenue Officer at SuccessCOACHING, the leading provider of Customer Success training and education. He is a connector, educator and public speaker with over 20 years experience helping companies improve retention rates, increase recurring revenue and recoup customer acquisition costs. Aaron enjoys skiing, kayaking and golfing with his family and friends.   Questions   Could you share with us a little bit about your journey? What customer experience is and then what customer outcomes are and maybe give us a practical example of that. Could you maybe share with us maybe one or two drivers that you think can help organizations to try and stay ahead of the curve as it relates to anything that may be impacting them as a result of the pandemic? Could you share with us what's the one online resource, tool, website or app that you absolutely cannot live without in your business? Could you also share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read a very long time ago, or even one that you've read recently that has impacted you. Where can listeners find you online? Do you have a quote or saying that during times of adversity or challenge, you'll tend to revert to this quote; it kind of helps to keep you on track or get you back on track if for any reason you got derailed. Do you have one of those?   Highlights   Aaron's Journey   Aaron shared that every job he's had his entire life has been customer facing. The first job he had was working at a health club, helping the members check in as they came in the front door, cleaning the club, etc. And he had a job all the way through high school, all the way through college, all customer facing in different regards, call centers, customer service, little retail here and there. And then about 36 years old, he actually got laid off for the first time in his career. And he had been down a technical track as a software programmer, he had been an implementation consultant, he had been a trainer and instructional designer and most recently was working in customer support at a SaaS company and they laid off about 100 people.   And for the first time he found himself without a job and he didn't know what he would do next. And so, he started looking at other kind of pivots in his career and thought maybe he would go into a sales track, he looked back into kind of the technical side. And long story short, there was this company in Portland, Oregon, where he's based that was looking for a new Head of Customer Success, that was going to be tasked with fixing the churn problem. See, they had a 40% year over year churn rate. And obviously, that was preventing them from growing. And so, they wanted to bring someone in to fix that hole in the bucket. And with his support background, he was able to get that job. And he tells this story when he does my classes now and his certifications in customer success.   His first day as the Head of Customer Success, he came in and again, he's tasked with fixing this churn problem. And he thinks he knows what customer success is at this point, it's like support on steroids or kind of account management 2.0.   And he came in on day one as the head of CS and he thinks, “Well, you know, what I've never actually Googled “What is customer success?” And long story short, he finds the industry, the technology players, the books, the authors, Jeanne Bliss and CCO 2.0 is really critical at the beginning of his development, of his strategy. And so, in a 12 month window, he was able to go and create his own customer success strategy, implement that strategy at that company, and take a 40% churn rate down to 8% in 12 months, by really doing some really foundational customer success practices, and starting to really, do quote unquote, customer success, not just customer support.   And so, at that point, he actually exited that company and founded his first company and at 38 years old, he became an entrepreneur for the first time, and not exactly how he would advise his son to do it. A seven year old son at 38 years old, to just kind of take that leap of faith, but alas, that's what he did. And he was an independent consultant, implementing that same strategy at some other SaaS companies. And then he met Todd and Andrew, the co-founders of SuccessCOACHING and they had the beginnings of this certification concept. And they were looking for another partner; he was kind of a lone wolf looking for a pack. And long story short, the three of them now own this business https://successcoaching.co/  and they have 4 levels of fully accredited certification in the discipline of Customer Success.   They work with B2B enterprise companies all around the world through an online learning management system. And then they also deliver live events. As their Chief Revenue Officer, he get to travel around, well, pre COVID, he got to travel around and do a lot of keynotes and meet with people in person. And for the last 18 months or so, he's been doing the same thing, but virtually, primarily into cameras, and then on the podcast like this.   So, he just loves to talk about customer success, he loves to learn from others and find new ways or better ways sometimes of doing things. And then they baked that into a certification. And then now like he said, they have multiple levels of it live, and they've certified about 7500 people around the world, they have nearly 10,000 on their platform today. And it's just been amazing to see this industry grow exponentially year over year, ever since he found it that first day when he Googled, What is customer success?   What is Customer Experience and What are Customer Outcomes   Me: So, one of your formulas for customer success is customer outcomes plus customer experience. So can we break that down, tell us exactly what customer experience is and then what customer outcomes are and maybe give us a practical example of that.   Aaron shared that he loves that formula. When he found that formula, he thought, okay, he can understand this just as a consumer and as having 20 plus years working with customers, it broke it down into such a simplistic approach he could wrap his head around it.   But, the customer's definition of success and when he says customer, he means human. And he means holistic human who has a personal life and a professional life and if they can impact them on the personal side in a positive way, by way of our professional relationship with them, so save them a little extra time, and they can now get home earlier or get off Zoom earlier, and spend some time with their family will profoundly affect their holistic life in a positive way that transcends their value proposition and B2B relationship, etc.   And so, for these holistic humans, keeping in mind what they want to accomplish, that's the CO (Customer Outcome).   So, CS (Customer Success) = CO (Customer Outcome) + CX (Customer Experience), the customer's definition of success, CS. And again, the human, accounts don't buy things, businesses don't buy things, make decisions, people do.   And typically speaking, we make business decisions based on personal preference. And so, there is a true blending both from the psychology as well as just building relationships and deepening and maintaining those with humans. And so that person's definition of success will always come down to what they want to accomplish, that's the CO (Customer Outcome). So what am I hoping to get whether it's time savings, and he oftentimes say that outcomes, the CO.   And they really come down to two kinds of outcomes, almost every outcome of any customer is either a pain to relieve or a gain to achieve, it's one or the other, I either got a pain point I need someone to solve it, or I'm looking to get bigger, faster, stronger, etc.   And so, when we can deliver what they want in terms of that outcome, and then we can do that how they want it, and that's the CX side.   And so, if we can deliver the same or better outcomes than our competition, and do it by way of the same or better customer experience than our competition, we will have delivered a higher volume of their definition of success.   And so, what that requires of us is to define what that definition looks like for that person, it's going to be different for your executives, stakeholder, then your subject matter expert, then your end user, then your system administrator, all the different roles have different definitions of success, but our job as CSMs is to define what that is for them, deliver on that, and then demonstrate to them that we've done so. That's where business reviews and reporting and benchmark data etc comes out.    And when we do all three of those, that then leads to renewal and expansion and advocacy from them in this concept of a customer success qualified lead, which is net new business coming into our funnel by way of the customer asset, as opposed to just filling the top of the funnel in sort of typical marketing approaches.   And so, when we do all of this effectively, we can grow our business from the customer asset outwards, we can unlock exponential growth because our acquisition costs go way down and our customer lifetime value goes up, either through renewal expansion, or like he said, advocacy which would be bringing us a net new lead, because we've made their lives so wildly successful. That's kind of the definition.   And that was when he found that, that was a big aha for him, because he thought he can wrap his head around this, he wasn't much of a math major growing up and so, to have a very simplistic CS = CO + CX, it allowed him to wrap his head around it and really start to use that as the North Star. And it's what they teach in their level one certification program as well.   Drivers that Can Help Organizations Stay Ahead of the Curve as it Relates to Anything that May Impact Them as a Result of the Pandemic   Me: So, a lot has been happening globally as it relates to different businesses and different industries and I'm sure it's become even more difficult to achieve customer success because I do believe that COVID has caused the bar to be raised for customer experience, especially for those organizations where there have been delays or I find a lot of companies sometimes are using COVID as an excuse as to why they're not delivering excellent service. So, could you maybe share with us maybe one or two drivers that you think can help organizations to try and stay ahead of the curve as it relates to anything that may be impacting them as a result of the pandemic?   Aaron stated that that's a really good point, actually. And he thinks Yanique is absolutely right when it comes to using COVID and quarantine, and everything that happened in March of 2020, as almost a cop out now. He feels like any company that is still revelling in, “Oh, well, we're still trying to figure out what the future looks like.”   And really kind of harkening to those early days of COVID, he genuinely just thinks it's a cop out at this point. Because we've been in it for pushing two years now and if you can't iterate, adjust, adopt new ways of doing things within two years, that says something about your company well beyond just this particular instance of COVID, and those early days of quarantine.   But the good companies, the agile companies, and he see this all the time. He watches Shark Tank a lot being an entrepreneur, he loves that show. And entrepreneur, after entrepreneur comes onto the carpet and tells their story about brick and mortar, this kind of products, direct to consumer, and then immediately having to shift and do that digital transformation to be completely digital because there was no other way to sell their products. And many of them were able to thrive in that scenario because of their ability to iterate and adopt.   He thinks it's probably trickier, he doesn't know if it's easier or harder for an early stage versus the later stage company, because you have more resources later stage, of course, as well. But he thinks that's the key is really making that digital transformation over to direct to consumer, if that's your business model. And if it's B2B, you still had to make a digital transformation, he's not going to be flying and taking you to dinner, and doing a business review in a boardroom with you, he's going to do it on Zoom and becoming adept at that, and really being able to pivot into that.   Like their business, they had the same problem. He was actually in London on March 12, 2020, speaking at a customer conference. It was crazy. And so, he's flying from Seattle to London and then he's going to do a keynote in London and a level one certification while he's there. And then he's going to hit New York City on his way back for the level one certification and then he's going to go home to Portland where he lives. And as he's getting on the plane from Seattle to London, this is March 9th, that's probably more like March 7th of 2020. His contact in New York emails him and says, “I'm sorry, we have to cancel the event because we just can't host people in one place.”   And he thought this is crazy. Like what are you talking about? This is nuts. What do you mean? you can't bring people together like this, it's just insane.   And so, he said, alright and he gets on the plane from Seattle to London now without needing to stop in New York on his way home. So he didn't have a direct flight back yet. And he'll always remember this Instagram post he made that day where it was the weirdest feeling to get on a plane headed out of country during a global pandemic without a return flight figured out yet. It was completely insane.   So he goes and he does the London events and about 25% of the attendees for this customer conference in London, about 25% actually came, 75% of them, their company said you can't go, a lot of the speakers had to pivot to a Zoom delivery, the conference company, Congress Geeks out of Israel did an amazing job of pivoting so that the speakers could do it virtually on Zoom, but he was there anyway. And so, he went ahead and did it.   And on March 13, he flew home and they had on Monday, the following Monday, the 13th was the Friday was when he was supposed to do his New York event and he immediately just pivoted to a virtual delivery. And they sent everybody a Zoom link and said, “All right, well, you're home. Now, I'm home. Let's see how this goes.” And now here we are 18 months later, that's how we will do it forever now.   Because he no longer has to take the time out of office to travel, he no longer has to find people in one given city; he can sell tickets around the world for any given event. They actually get more attendance and have a lower overhead for their business and so their margins went up and it's a delivery mode that they will forever do now, it's not to say he's not going to pick and choose different places to go in person. But they had to do that on a dime. And luckily, they were uniquely positioned, he thinks, to be able to make that digital transformation, literally overnight. And not every company could do that. But he thinks there's a lot of companies that have just used it as a cop out and haven't adopted this new world and kind of keep waiting for things to quote, go back to normal, as opposed to understanding that this is the new normal, and then using this to actually improve their customer experience and ultimately their customer success.   And just one more point on this, the difference between customer experience and customer success in that formula. Obviously, the CX is part of the CS formula, but how he likes to think of it and he did a keynote actually not very long ago on this. The customer experience is about the journey, it's about everything they do from the top of your funnel in marketing through the sales channels, to everything with on boarding and optimization and renewals, procurement, how easy it is to pay you, etc, etc, etc. All of the things of the journey from soup to nuts, from start to finish, that's CX it's all about the journey.   Customer Success is about the destination. It's about did we get you what you want, how you want it, and that how you want it is the CX side.   And so, he thinks a lot of companies haven't focused on that journey well enough and said, alright, now that we live in this COVID world, what can we do? How can we differentiate ourselves from a customer experience perspective?   While still delivering the same or better outcomes than our competition, iterating on the CX side is what ultimately creates the winners coming out of this pandemic.   And then, he doesn't like to say losers, but the not winners coming out of the pandemic. And so, he thinks that's a really good point and a good question. And that's a very long answer but he thinks at this point, if you haven't adopted or you're not in the process of adopting to this new life, this new way the world works, you're not going to succeed maybe how you did before the pandemic, and certainly not as well as the competition if they are able to iterate and adopt this new way of life better.   App, Website or Tool that Aaron Absolutely Can't Live Without in His Business   When asked about an online resource that he cannot live without in his business, Aaron stated that that's a good question. So much of their business is online; they have their learning management system and that's obviously where they make revenue is selling access to that for people to become certified. The typical collaboration tools are very critical in their business; they run a pretty lean shop and so, to be able to use something like Slack that is just so widely adopted by this point.   Zoom he thinks would probably be one that he would be chagrined to not include it because he's on it almost all day long now. There's this new product, actually, that's super fascinating and they're going to be rolling this out as part of their live virtual events. It's called Class and it's built on top of Zoom, but it creates a true classroom experience, but virtually and so there's a ton of functionality in there and they're just getting started, they're looking to roll this out for their business in Q1, probably mid Jan. But that's one that's actually really intriguing.   You talk about a company that's been built in the pandemic, these founders, similar to rocketlane, these founders saw an opportunity, they saw this pandemic as an opportunity not to take advantage of people, but to capitalize on in a positive way.   There are new pain points; there are new outcomes that people are going to have out there. How can we deliver those outcomes in a enjoyable frictionless customer centric experience, and they can start to build and grow and just like rocketlane, go to market, just in the last 18 months, they went from not existing to now they're in the market because of this shift in this digital transformation classes a similar approach.   And it's so super impressive to him as an entrepreneur, when people can see that pain, see that opportunity, that window and just jump at it and then it create something that is as high quality as rocketlane or Class, for example.   Books that Have Had the Biggest Impact on Aaron   When asked about books that have had the biggest impact, Aaron shared that Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeannie Bliss that was kind of his mantra as the first time he was the head of CS. When he did that Googling and he thought he knew what he was talking about and realized he doesn't know what customer success is, he better learn, that was a really critical book to doing that. And it's just so customer centric, the whole concept of earning the right to customer driven growth by making people's lives better, she really touches on that holistic human concept that he started the podcast with. So, that's a big one.   He's trying to think of another one that he's read that isn't customer success that has been critical, recently. Over the summer, he was doing the poolside reads, those are always nice. The Technology-as-a-Service Playbook: How to Grow a Profitable Subscription Business from TSIA, it's been out a long time, he got it for free years ago at a conference, they were just handing them out on a table. That was really big for him to understand the subscription economy and the shift in the business economics from the product era when we sold physical products that would then wear out or require the customer to go back into the market.   And now you shift over to selling the use of the product as a service, thus, it never wears out for the customer now because they never own it. And how do we get a little bit of revenue over time, instead of a whole bunch of revenue up front. Technology-as-a-Service Playbook is really critical as well.   And then there's some great customer success books out there, there's also some great leadership books that are out there as well. Another good one that he likes to recommend to people, Red Ocean, Blue Ocean – Blue Ocean Strategy, if you are an entrepreneur or even just have an inkling of an entrepreneurial spirit, that is a really profound book. It's all about when you find yourself in an ultra competitive environment, that's a red bloody ocean and you're really competing on price and kind of having this race to the bottom as they say, how to then innovate, how to pivot, how to adopt a new approach to break out of that and create and find yourself in a blue ocean that is wide open for you to fish within. They use the example of Cirque du Soleil.   And when they found in Cirque du Soleil, they thought why would you ever create a new circus company? That's insane. There are tons of circuses out there, and a lot of them are getting attacked or protested because of the animal rights and there's just so much gray area in there. And why would you ever do this? And so, what they do is they go and they create a circus that doesn't have any animals, it's all people and all of a sudden they find themselves in this blue ocean and they've got Las Vegas and all around the world, they're selling out these tents, like Barnum and Bailey's used to do back in the 70s, and 80s. But they're doing it without any animals; it takes all of the risk away and all they did was just take a very old concept, iterate it, take a new approach to it, and it just exploded worldwide. That's a perfect example of Red Ocean, Blue Ocean. And he thinks it's a good business book for anybody, even if you don't know what you want to do, but you want to be an entrepreneur, it can help you kind of see things in a more innovative way.   Where Can We Find Aaron Online   LinkedIn – Aaron Thompson Website – https://successcoaching.co/                 https://successhacker.co/   Quote or Saying that During Times of Adversity Aaron Uses   When asked about a quote or saying that he tends to revert to, Aaron shared that he wished he can show it because it works a little better with visual. So he'll try to talk it through here. But think of whether it's customer sentiment, and you've just brought on a new customer or a personal relationship, or whatever it is, and everything goes as you expected. And you've got a pendulum and whenever they goes as expected, the pendulum kind of swings back and forth, right there in the middle, and everything, is fine, it's not crazy, it is what it is, no surprises, etc.   And on one end of the spectrum, you have good, happy, pleased, satisfied, whatever. On the other end of the spectrum, you have bad, mad, angry, frustrated, confused, whatever, offended maybe, etc.   And we're swinging that pendulum right in the middle. And then something bad happens, whatever it is, and it moves this pendulum all the way out to the bad, mad, angry, frustrated side of things. And we find ourselves in that situation, that time of adversity. And in that moment, it's really easy to ourselves get mad, frustrated, etc, disappointed, etc. And really kind of relish in the moment. And what he tries to do is to remind himself that, “Now I have the opportunity to create enough momentum with that pendulum, that I can move it on to the good, happy, pleased side, to a degree that I never could have had I not found myself on the bad side.”   And so, it's really just a visual of with, “Every challenge presents an opportunity and when we find ourselves in these challenging times, we just want to focus on the opportunity that's presented by it, not the challenge that's presented by it. See these times of adversity as gifts and opportunities to create momentum and swing that pendulum to a place on the good side that it never could have been had you not had to go through that difficult time.” So that's kind of the like he said, it's a little easier if he's got a visual, he's a big whiteboard person, a lot of webinars, podcasts are a little tough for him. He talks with my hands a lot; nobody can see him right now. But hopefully they can visualize that a little bit, but it's really just “Every challenge presents an opportunity.”   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links   Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss Technology-as-a-Service Playbook: How to Grow a Profitable Subscription Business by Thomas Lah   The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

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

Jeanne 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. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message

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

Meet our guests:Jeanne 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.Katie Hunt is the Co-Founder and Chief Revenue Officer of SHOWFIELDS, The Most Interesting Store in The World. She began her career as the third employee of Warby Parker, served as Chief Brand Officer for Hinge, where she led the charge for their relaunch and rebrand and has worked extensively with startups in branding, product development, marketing, operations, and fundraising. Additionally, Katie is the Co-Founder of The Fund, which is a VC fund made up of a community of founders and operators that invests and mentors early-stage companies in NYC, LA, and London. Key Takeaways:[2:45] The Challenge: How to reorient our minds to a mission-driven CX.[3:18] This generation is responsible for creating a new workflow and work path that enables mission-driven work for all.[5:52] Nate talks about the evolution of CX.[6:42] Punch #1: Know it! Do you know the goals of your customers? Our job is to help customers to improve.[8:50] What does your brand stand for at its core?[10:21] How do we want to be defined as people?[10:49] The goal map is not about the organization’s goals but about the customers’ goals.[13:24] Nate talks about the importance of thinking about the customers and driving them to their definition of success.[14:34] Punch #2: Build guard rails so you can live up to your ideals and hold everyone accountable.[18:05] Choose who will and will not be inside the organization to live the guard rails.[20:35] Punch #3: Make it real! Put your money where your mantra is.[22:38] The happiest employees are those who are more likely to celebrate other people.[24:31] Katie and Jeanne extend their advice to CX professionals struggling with their organizations. Mentioned in this Episode:Officium Labs: The Future of ServiceFollow Officium Labs at Twitter, Facebook, Instagram, Linkedin, and YouTube

CX pioneer Jeanne Bliss chats to Dee Reddy about what it takes to create a legacy of sustainable, customer-centric business.

What is your brand's currency and why is it so important? Join Terrence and Jeanne as they discuss how memory creation plays an integral role in your brand identity, and why becoming part of the story of your customer's lives is key in 2021.To find out more, check out these links:Website: https://www.iadvize.com/cx-series​Terrence's LinkedIn: https://www.linkedin.com/in/terrencefox/​iAdvize's LinkedIn: https://www.linkedin.com/company/iadv...​Facebook: https://www.facebook.com/iAdvize.worl...​Instagram: https://www.instagram.com/iadvize/?hl=enTwitter: https://twitter.com/iadvize​Twitch: https://www.twitch.tv/iAdviZe​

Thanks 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 Website

Jeanne 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. Join hosts Joey Coleman and Dan Gingiss for Experience Points, brought to you by Avtex - your end to end CX technology and consulting partner.

On this episode of the DevReady Podcast, Andrew and Anthony talk to Brendan Tremble, founder and director of CX consulting at FT Executive. Brendan explains the concept of CX and how it relates to growing your business and customer base. Brendan also shares some of the things startups should expect when structuring their culture, processes, and products around the values that are informed by best customer experience. Brendan leads one of the top consulting firms in Australia. Topics Covered: ● CX (Customer Experience) Consulting. ● Working with startups. ● The core competencies of customer experience. ● Culture as a driver of customer satisfaction. ● How do you measure customer focus? ● Avoiding transactional relationships in your customer base. ● Attracting and keeping customers with CX-based values. ● Understanding the different life cycles of the customer. ● Collecting data to improve customer processes. ● You need to know WHO your customer is. Key Quotes: ❏ “Customer needs change every day.” (3:25) ❏ “You need your team around you to be about it.” (6:45) ❏ “It's a lot cheaper to keep a customer than to go out and get a new one.” (12:00) ❏ “You need to actually have customer-centric values.” (14:45) ❏ “Product development people understand the life cycle of the product.” (20:55) ❏ “It's not just collecting metrics — it's how you're using them.” (22:30) ❏ “Process improvement people make the best CX people.” (25:05) ❏ “Customer experience is really process improvement for customers.” (32:40) ❏ “Trying to do everything doesn't really serve anyone.” (39:10) ❏ “You have to know which questions to ask.” (43:58) Contact Brendan: Check out Brendan's company: www.ftexecutive.com.au Find Brendan on LinkedIn. The Books Brendan Mentions: ● Design Thinking ● Sprint by Jake Knapp ● Outside In by Harley Manning and Kerry Bodine ● Chief Customer Officer 2.0 by Jeanne Bliss

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

This week, Kristen Hayer reviews:True Friends at Work by Alison Beard (July/August 2020 HBR)HBR's 10 Must Reads on Change Management, Chapters 9-10Chapter 9 - The Hard Side of Change Management by Harold Sirkin, Perry Keenan and Alan Jackson Chapter 10 - Why Change Programs Don’t Produce Change by Michael Beer, Russel Eisenstat and Bert SpectorI'm also excited to announce our next book! Over the next 4 weeks I'll be reviewing Chief Customer Officer 2.0 by Jeanne Bliss. If you aspire to be a CCO, the next 4 episodes are for 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.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.

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 insight, inspiration and guidance from one of the most prominent and respected voices in customer experience, then this episode is for you. Meet the godmother of customer experience Jeanne Bliss has always been an important figure in the CX industry. She is truly a pioneer in this field and has spent 35 years transforming companies, where she’s led organizations to earn 98% customer loyalty rates. Jeanne Bliss helps companies and people become the best version of themselves. She guides them to define, build and live the behaviors and actions that will fuse customers to them, and ultimately create deep and memorable relationships. Creating these deeper bonds has been Jeanne’s singular mission for over 35 years. First, as the inaugural Chief Customer Officer at Lands’ End, Coldwell Banker, Allstate and Microsoft Corporations. Then since 2002, guiding over 20,000 leaders around the world to understand that improving lives should be their most important strategic vision. She has shepherded a whole new breed of leader into the marketplace prepared to lead this change through her pioneering years as a practitioner, experience coaching global leaders, her four game-changing books, and as co-founder of the Customer Experience Professional’s association. If the proof is in the pudding, then there is certainly no doubt why Jeanne is one of the most prominent and respected thought leaders in the world of customer experience.   Jeanne Bliss, CCXP, CEO of Customerbliss If you'd like to learn more about Jeanne's work, be sure to follow her on LinkedIn, where she often shares insights about customer experience and more. Her blog is second to none as a resource for aspiring CX professionals. Her books provide foundational knowledge about customer experience, and her podcast, The Human Duct Tape Show, is well worth a listen! From shoes to the C-suite Jeanne's father set the tone for her career in customer experience. As the owner of a local she store, he became not just a part of the community, but a part of people's lives. Putting shoes on children's feet and welcoming families into his store as though they were part of his family. When he retired, there was a line of customers 3 blocks long, waiting to thank him and wish him well. Customer experience was in Jeanne's bones and it encouraged her to ask questions about how brands can create those special experiences that fuse customers to them. What's your three blocks long? How will you be remembered? And that's really so much of what's missing for me as we get into customer experience. - Jeanne Bliss After acquiring degrees in marketing and apparel design, and working in the retail industry for several years, Jeanne's role at Lands' End really catapulted her into her career in customer experience. At Lands' End she worked closely with the CEO Gary Comber, whose enthusiastic support for focusing on the customer enabled Jeanne to learn, experiment and implement concepts that would become the core foundation of her "CX kit bag". Jeanne went on to lead customer experience efforts at organizations across a diverse array of industries. Each one presented unique challenges and opportunities, but she identified her gift for being the "glue" that unites teams around an end state.  Tips for aspiring CX professionals Jeanne recommends that those who aspire to a CX leadership role first foc...

PeopleHum talks to Jeanne Bliss on how effective leadership can ultimately help in striking the right balance with customer experience. If you like the podcast, please follow the channel, so we could keep producing more content like this!

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/

https://www.engati.com/ Engati is the world's leading no-code, multi-lingual chatbot platform. Blog link: https://blog.engati.com/ | Subscribe now. Jeanne Bliss, the Godmother of Customer Experience and the Co-Founder of the Customer Experience Professionals Association (CXPA) explains the fine art of decoding customer needs. Watch this video to learn how to guage customer requirements and understand how to provide for them. Follow us on Facebook: http://s.engati.com/157 LinkedIn: http://s.engati.com/158 Twitter: http://s.engati.com/156 Instagram: https://www.instagram.com/getengati/

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/

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-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.

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. ___________________________________________ 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    

Jeanne Bliss has been helping companies like Land’s End and Microsoft Corp create deeper bonds with their customers for 35 years. She has shepherded a whole new breed of leader into the marketplace, guiding over 20,000 leaders around the world to understand that improving lives should be their most important strategic vision. Today Jeanne joins the show to share insights from her book Would You Do That To Your Mother? and explains how to be clear about how you want to be remembered. You can find show notes and more information by clicking here: https://bit.ly/2PmD5zl 

This CX Mini Masterclass explores practical ideas for how to measure customer experience impact beyond the usual-suspect CX measure like NPS and CSAT. From efficiency gains to market share growth, there are many options for CX professional to demonstrate their value to the business. Show host and customer experience expert, Julia Ahlfeldt, shares tips for how to measure and quantify the impact of your CX efforts. If you’re tired of being shackled to your CSAT or Net Promoter Score and want some inspiration on how to demonstrate the business impact of CX, then this episode is for you. Don't lose sight of the bigger picture CX professionals are constantly looking for ways to demonstrate their value and worth to the business. Sometimes it seems like all roads lead to metrics and measures. Often, this results in score chasing. CX thought leaders, such a Jeanne Bliss, have famously raised the flag about the dangers of score chasing, as it's a surefire way to have everyone take their eye off the prize. When CX professionals become obsessed with Net Promoter Score, Customer Satisfaction or other metrics, they can easily lose sight of the bigger picture: how customer experience helps brands thrive and grow. Of course the classic CX metrics serve an important function. There is plenty of research showing that happy customers are good for business, but when it comes time to have conversations about things like business budget allocation, “happy customers are good for business” has an uphill fight against “we’re going to save the business $2 million dollars next year”. Executives are, after all, beholden to their own performance metrics, and most of these are related to classic business indicators like market share, profit and loss. It's up to CX leaders and their teams to share stores about the business impact of CX, in a way that will resonate with decision-makers.  Look for efficiency What’s good for the customer experience is often good for the business. When a customer experience involves a lot of hurdles or extra steps, it probably means there are the same hurdles and extra steps going on from a process perspective. If a CX initiative simplifies or cleans up the customer journey, there is an opportunity to look at how that translates into business efficiency. If a simplified journey means less behind-the-scenes processing time, that's an efficiency gain. If experience changes proactively address an issue that is linked to a high volume of customer calls, that's also an efficiency gain. In the business world, time is money. If journey improvements result in time saved, that can be quantified as a cost savings or as time that can be diverted into a more productive activity. For example, if a journey improvement results in a reduction of 10 calls per day at an average of 5 minutes per call, that means 50 minutes per day of time saved. This could translate into money saved through more efficient resource planning or revenue gained by diverting those 50 minutes of agent time to some outbound revenue-generating customer interaction. Customer understanding improves business accuracy The more that organizations know about their customers, the more precisely they can interpret customer needs and tailor interactions. Often these insights emanate from a CX team, so CX leaders should not be shy with highlighting the results. So how do we measure customer experience impact? One way is to look for how improved accuracy of understanding customers might drive efficiency. For example, if a sales team is armed with more accurate information about their customers, it might reduce the initial back-and-forth with customers, enabling them to save time when providing recommendations. It could also streamline the process of making a sale. In these examples, improved accuracy of information about customers translates into an efficiency gain for the sales team, much as a reduction of calls meant an efficiency gain for the call ce...

Jeanne knows how important it is to be remembered by the way you made people feel. That's why she's here to talk about how customer experience has changed, how it's supposed to be done, and the mistakes leaders need to avoid making. Learn more about your ad choices. Visit megaphone.fm/adchoices

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’.

Il segreto affinché un’impresa possa avere il successo che merita è la riscoperta dei vecchi valori, che è quanto più di familiare si possa pensare. Le aziende utilizzano uno standard denominato “Make Mum Proud”, ovvero “Rendi mamma orgogliosa”. Il quale è ispirato al libro scritto da Jeanne Bliss intitolato “Lo faresti a tua madre?”. In questo episodio vi spiegherò, su quali principi si basa questo particolare metodo di cui le aziende si servono.

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

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.

Jeanne Bliss, who pioneered the role of chief customer officer, discusses the dangers of reactionary behavior (3:00), the traits of an effective chief customer officer (15:30) and the companies she admires (23:50).

A passionate customer experience practitioner, 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. Her new book, Chief Customer Officer 2.0: How To Build Your Customer-Driven Growth Engine launched June 15th. Social media has given customers the ability to speak out about their experiences. Join Deb Evans and Jack Monson when they interview Jeanne about how the power 5 competencies connect to drive clarity for customer experience transformation and the role of the CCO. Chief Customer Officer on Amazon Deb, Jack and Jeanne on Twitter Social Geek Radio on Facebook Social Geek Radio sponsored by: Manalto and Franchise Foundry

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 worldwide authority and coach to leadership teams on earning customer driven growth.  She works with them to change how they operate to deliver experiences customers want to have and tell others about. Nate Steck trained French chef and food entrepreneur. He has spent the past 25 years in Food Manufacturing and product development. Nate has developed over 30 food products that have generated over 200 million in revenue. Nate was the Co-founder of Batter Blaster, the Co-Founder of Elena's Food Specialties and the Founder of Elite foods. His branded and private label products have been featured in most major grocery, specialty and club stores in America. Nate is the President and CEO of Nate's Homemade which is launching their flagship Pancake & Waffle Batter later this year Toni Fitzgerald ‘dinky die' Aussie woman, living in Sydney.  She is a Quilly Award Winner, an International Best Selling Author, Founder of the African Charity “Rights of Girls”, and and engaging and passionate Motivational Speaker. She is the only Australian author chosen to contribute to the book ‘Dare to Succeed', with the legendary Jack Canfield of ‘Chicken Soup  for the Soul' fame.    In this book Toni shares her lessons on the value of connecting with both your customers, and perhaps more importantly, with your employees; and how savvy businesses are using this engagement to motivate their employees and foster their initiative

Jeanne Bliss worldwide authority and coach to leadership teams on earning customer driven growth.  She works with them to change how they operate to deliver experiences customers want to have and tell others about. Nate Steck trained French chef and food entrepreneur. He has spent the past 25 years in Food Manufacturing and product development. Nate has developed over 30 food products that have generated over 200 million in revenue. Nate was the Co-founder of Batter Blaster, the Co-Founder of Elena's Food Specialties and the Founder of Elite foods. His branded and private label products have been featured in most major grocery, specialty and club stores in America. Nate is the President and CEO of Nate's Homemade which is launching their flagship Pancake & Waffle Batter later this year Toni Fitzgerald ‘dinky die' Aussie woman, living in Sydney.  She is a Quilly Award Winner, an International Best Selling Author, Founder of the African Charity “Rights of Girls”, and and engaging and passionate Motivational Speaker. She is the only Australian author chosen to contribute to the book ‘Dare to Succeed', with the legendary Jack Canfield of ‘Chicken Soup  for the Soul' fame.    In this book Toni shares her lessons on the value of connecting with both your customers, and perhaps more importantly, with your employees; and how savvy businesses are using this engagement to motivate their employees and foster their initiative

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.

Have you seen the videos on Social Geek Radio Facebook page? If not, visit www.facebook.com/socialgeekradio BJ and Deb met several amazing individuals and attended some awesome sessions on word of mouth marketing. Did you know there are 5 Ts to word of mouth marketing (via Andy Sernovitz)? Talkers, Topics, Tools, Taking Part and Tracking? Did you know to make an impact you must: Believe, Have Clarity, Be Real, Be There and Say Sorry (via Jeanne Bliss)? Even Domino's has a (good) story to tell via @Ramon_DeLeon! Have you heard Tony Hsiesh philosphy -"Follow the vision, not the money?" Tune in to hear more of what BJ and Deb learned at the conference and how they are working towards Supergenius status. Meet Skyler Fox aka @beefyfunk for the #GeekItOut segment!

BJ and Deb traveled to New York City to attend the "How to be Great at Word of Mouth Marketing Conference. They attended 12 How-to classes, heard about 12 real-world case studies and listened to presentations from 6 brilliant authors! They will share interviews with Andy Sernovitz, author of "Word of Mouth Marketing", Jeanne Bliss, author "I Love You More Than My Dog" and presenter Ramon De Leon from Domino's. At the end of the show you will meet Skyler Fox the face behind the Twitter handle @Beefyfunk!

BJ and Deb traveled to New York City to attend the "How to be Great at Word of Mouth Marketing Conference. They attended 12 How-to classes, heard about 12 real-world case studies and listened to presentations from 6 brilliant authors! They will share interviews with Andy Sernovitz, author of "Word of Mouth Marketing", Jeanne Bliss, author "I Love You More Than My Dog" and presenter Ramon De Leon from Domino's. At the end of the show you will meet Skyler Fox the face behind the Twitter handle @Beefyfunk!