Customer Bliss

JULY 21, 2015

Utilize the proven 5-competency framework that has launched and advanced the customer experience transformation in business-to-consumer and business-to-business companies around the world. It will guide you on how to earn the right to growth by improving customers’ lives. Learn more about the book.

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Chief Customer Officer Leadership Customers Consumers 100

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Want to get more inspiration from customer experience leaders from every industry? Know Your Guardrails. Move with Purpose.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

Zeisler Consulting

NOVEMBER 5, 2020

The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. But just what a CCO is sometimes feels foreign, even though the responsibilities are pretty simple to analogize to other leadership roles in any organization. If that sounds familiar, it should.

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Chief Customer Officer Leadership Customer Centricity Effort Score 93

Customer Bliss

DECEMBER 22, 2016

We had the privilege of interviewing the pioneer of the Chief Customer Officer (CCO) role, Jeanne Bliss who held the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Corinium: How would you describe the evolution/progression of the Customer Experience in the last 12 to 18 months?

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

Customer Bliss

MARCH 26, 2019

In my book, “ Would You Do That To Your Mother? What can you do to support your customer through your attitude, your body language, or your offer of help—even when your answer is “no”? I deliberately make my podcast , not about broadcasting your successes, but broadcasting the journey of the chief customer officer.

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Leadership Chief Customer Officer How To Customer Experience Professionals 181

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeannie Walters.

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Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Customer Bliss

NOVEMBER 15, 2016

From Penni’s own LinkedIn: Utility executive with over 25 years of experience in field operations, customer service and energy efficiency. The meter to cash team of over 1100 provides customer service to Eversource’s customers in Connecticut, Massachusetts and New Hampshire. Read books. The Initial CCO Steps.

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Chief Customer Officer Industry Social Media Conference 0

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

CloudCherry

NOVEMBER 10, 2019

And, who better to lead the charge than the one and only Jeanne Bliss of Customer Bliss – 5 time Chief Customer Officer, CX Pioneer & Leadership Advisor, Speaker, Author, Cofounder of CXPA.org, and our honored guest. It’s takes about 2.5 And what brand has wowed her?

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Chief Customer Officer Hotels Leadership Customer Experience 170

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Chief Customer Officer Handbook System Engagement 195

ijgolding

SEPTEMBER 21, 2015

As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) ‘Illustrate’ – using the example of a brand to highlight the three main parts of the book. South West Airlines. British Airways.

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. Finally, I’ve read all of Jack Welch’s books.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Customer Bliss

DECEMBER 26, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Start with the story of customers’ lives. ? ? ” on them.

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Chief Customer Officer Effort Score Survey Automotive 203

Customer Bliss

FEBRUARY 9, 2018

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. Build a Customer Journey Map to Make CX Tangible to Leadership and Staff. Keep it simple. CX Click To Tweet.

Customer Journeys 190

Customer Journeys Chief Customer Officer Leadership Customer Centricity 190

Customer Bliss

JUNE 13, 2018

If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? In my books, I write about the force of the internal power core. Is Your Leadership Commitment Real?

Customer Experience 214

Customer Experience Chief Customer Officer Leadership B2B 214

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Elevate customer growth/loss as a success metric of the business.

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Chief Customer Officer Customer Journeys Leadership Metrics 135

Customer Bliss

JANUARY 18, 2018

When you gather feedback from customers and frontline staff, you have to identify what the challenges are and get to the root of the problem. Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Customer Bliss

DECEMBER 4, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. ” #CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership.

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Chief Customer Officer Video Leadership Course 185

Kayako

AUGUST 7, 2015

Customer experience expert Jeanne Bliss joined us for a webinar where she took an in-depth look at one of her key customer leadership competencies: alignment around experience. Chief Customer Officer 2.0. In Jeanne’s new book, “Chief Customer Officer 2.0: You can watch it now.

Chief Customer Officer 120

Chief Customer Officer Roadmap Leadership Customer Experience Professionals 120

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. 4 Culprits That Hinder Customer-Driven Growth. #1. Future annual planning : Should start with the framework of the customer journey.

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Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. How to Build Your Customer Driven Growth Engine.

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Chief Customer Officer Customer Experience Social Media Return on Investment 141

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

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Leadership Chief Customer Officer Customer Journeys Metrics 100

Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. Silo heads (i.e.

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Leadership Customer Experience Chief Customer Officer Metrics 100

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions).

Leadership 100

Leadership Chief Customer Officer Culture Metrics 100

Customer Bliss

NOVEMBER 27, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? How would your company act if every customer were your mom?

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Omni-Channel Multi-Channel Customer Experience Chief Customer Officer 178

Customer Bliss

NOVEMBER 10, 2015

As you assess the maturity phase of embedding the five competencies, moving your organization from ‘Commit’ to ‘Unite,’ here are four tactics to engage (or reengage) your leadership and organization: 1. Establish Consensus on Managing Customers as Assets. This is an important step to earn the right to do this work.

Leadership 100

Leadership Chief Customer Officer Engagement Conference 100

Kristina Evey

JANUARY 15, 2019

Episode 34 Shownotes: Understand Customer Experience First to Disrupt for CX Changes. CEO’s, C-Suite and Leadership Teams seem to understand … Read More Episode 34 – Understand Customer Experience First to Disrupt for CX Changes. Episode 34 Shownotes: Understand Customer Experience First to Disrupt for CX Changes.

Customer Experience 149

Customer Experience Chief Customer Officer Leadership Consulting 149

Comm100

MARCH 8, 2017

Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Customer Bliss

NOVEMBER 3, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. Leadership, Accountability, and Culture. CCO Stories: Give Your Team the Authority to Just Do It. Click To Tweet.

Chief Customer Officer 118

Chief Customer Officer Leadership Advertising Culture 118

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. Build Customer Listening to Align to the Various Stages of the Customer Journey.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, How Net Promoter Companies Thrive in a Customer-Driven World.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

SEPTEMBER 1, 2016

If you want to improve the business engine at your company and gear your growth around the customer, there are four culprits you need to recognize — and then five solutions you can put in play. If you have a copy of my book Chief Customer Officer 2.0 — or if you feel like buying one!

Management 175

Management Chief Customer Officer How To Leadership 175

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Be the Disrupter or Prepare For Industry Disruptions.

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Resources Chief Customer Officer Customer Experience Tips 185

Blake Morgan

JANUARY 28, 2025

By aligning with customer objectives, building tailored frameworks, and delivering consistent value, companies can set themselves apart and achieve sustained growth. She is a customer experience futurist and author of three books on customer experience. Blake Morgan was called The Queen of CX by Meta. 8CXLaws.com.

Customer Success 52

Customer Success Strategy Chief Customer Officer Leadership 52

TechSee

AUGUST 14, 2023

As the host of The Modern Customer Podcast , she explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ijgolding

JULY 9, 2018

Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?

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Chief Customer Officer Marketing Leadership Groups 148