Jeanne Bliss pioneered the Chief Customer Officer position, holding the role for over twenty years reporting to the Chief Executive Officer at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations, where she moved the customer to the strategic agenda, redirecting priorities to create transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. Since 2002 Jeanne’s led CustomerBliss, a preeminent customer experience consultancy guiding companies to achieve customer-driven growth. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and develop customer experience practitioners. Her best-selling books are Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad (2011). She is a worldwide keynote speaker sought frequently by major media for her point of view.
Preeminent Authority on Customer Service; Only Person Ever to Serve as Chief Customer Officer for Five Major U.S. Corporations
Adapted from Jeanne’s Book I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad.
In this keynote or workshop, go “behind the scenes” of the decision making that goes on inside beloved companies. Discover the five common decisions they make and put into practice what makes them immune to the competition and thriving, in good times and bad. Learn how their culture is their growth engine, and the impact of their uncommon decision-making. Then, through this session, begin the process to understand how your decisions and actions have created your culture. Understand its impact on your customers, on your employees and on your business growth and prosperity. Become a Beloved and Prosperous Company.
Adapted from Jeanne’s Book Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine
Just how do you go about building a customer-centric company? How do you earn the right to growth, by improving customers’ lives? In this keynote or workshop, Jeanne Bliss demystifies how you can successfully lead a customer experience transformation. Built around her five-competency framework that has launched and advanced the customer experience transformation in businesses around the world, Jeanne will navigate us on how to embed these competencies to get into action quickly with a united leadership team. And will show how embedding them will shift your business intent to earning the right to growth by improving customers’ lives. She will also share some of t
A united leadership team focused on improving customers’ lives will earn customer-driven growth. However, for your customer experience commitment to be transformative and stick, it must be more than a customer manifesto. Commitment to customer driven growth is proven with action and choices. To emulate culture, people need examples. They need proof. Moving well past words, they need to see united leadership behaviors.
As you know, there are many factors that impact how your leaders unite, how they interpret and act on customer experience and customer-centricity as a strategic imperative, and how they invest to improve customers’ lives. These factors display to your organization if your commitment is building another program, or if it is shifting leadership and company behaviors to earn the right to customer-driven growth. My services take the mystery out of the role of the leadership team in leading their customer-driven business transformation.
There are so many perceptions and definitions that leaders have to define customer experience and the work required, which often is a road-block to sustainable change. This engagement unites the C-Suite on what customer experience transformation is and clarifies the work required, putting them in a position to commit, completely informed of the work ahead and their required involvement. The general topics covered in this process are shown below, but we always customize for you, based on where you are in your journey. Please contact Jeanne to book this service.
- The 5-competency framework to build your customer-driven growth engine.
- What customer experience transformation requires of leaders.
- Workshop: Auditing the current state of your customer experience.
- Workshop: Reality Check Audit of your current state performance in the 5 competencies.
- Deciding on the best path ahead for your company.
This is a deep dive into Customer Leadership Competency 5: One-Company Accountability, Leadership & Accountability. In this session, leaders begin building a framework for customer-driven decision-making throughout the company. This begins with establishing your “Clarity of Purpose” for the business: why the company exists, and how it operates to improve customers’ lives. Guided by the stages of your customer journey to add operational reality and granularity, leaders then work out by stage, a first draft of your “code of conduct”: what you must always do for customers and employees by stage, and what you will never do across the stages of the customer journey. Pre-work includes the culture audit of leadership behaviors from “I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad.” For this service, please contact Jeanne.
- Pre-work: Culture Audit of leadership behaviors, with results presented to leaders.
- Keynote: The five decisions made by beloved and prosperous companies.
- Workshop: Customer Experience Clarity of Purpose and Code of Conduct.
- Takeaway Action: Leadership “recipe cards” to prompt early & united C-Suite actions.
- Takeaway Action: Start a “Kill a Stupid Rule” movement to honor customers & employees.