Jeanne Bliss began her career at Lands’ End where she reported 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 the Lands’ End Customer Experience. In addition to Lands’ End, she has served Allstate, Microsoft, Coldwell Banker Corporation and Mazda Corporations as its executive leading customer focus and customer experience. Jeanne has helped achieve 95% retention rates across 50,000 person organizations, harnessing businesses to work across their silos to deliver a united and deliberate experience customers (and employees) want to repeat.
Jeanne now runs CustomerBliss (http://www.customerbliss.com), an international consulting business where she coaches executive leadership teams and customer leadership executives on how to put customer profitability at the center of their business, by getting past lip service; to operationally relevant, operationally executable plans and processes. Her clients include Johnson & Johnson, TD Ameritrade, St. Jude’s Children’s Hospitals, Bombardier Aircraft and many others.
Her two 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 Loyalty in Good Times and Bad. Her blog is http://www.ccocoach.com
She is Co-founder of the Customer Experience Professionals Association. www.cxpa.org
Ice Cream Slingers Turn a Good Product Into a Great Customer Experience,
14 May 2013 in Customer Relationships& Featured Posts& General Management& Headline
Amy’s Ice Creams in Austin, Texas, is beloved for two things: the ice cream and the floor show.
Ice cream scoops are thrown from one worker to another and caught in cups balanced on their chins… while standing on one foot… hopping. You’l…
Honor What Customers Care About,
18 Apr 2011 in Customer Relationships& Featured Posts& Headline
CustomInk is a $70 million T-shirt shop that prints custom T-shirts for family reunions and group and business events. Because actual people at CustomInk personally review every single order, they know what events their products are being printed for…
1/4 of Online Holiday Shoppers Are Frustrated With Customer Service,
15 Dec 2010 in Customer Relationships& Featured Posts& Headline& Market Research& Marketing Tools& Metrics & ROI& Product and Services Marketing& Social Media& Word of Mouth Marketing
Attention, holiday merchants! Your customers are tweeting—LOUDLY! Twitter traffic increased 256% on Black Friday and 202% on Cyber Monday. According to this article, the Tealeaf company which monitors twitter traffic and trends, reports that 24%…
Oops! Apologize to Keep Customers (and Even Gain New Ones),
10 Dec 2010 in Customer Behavior& Customer Relationships& Featured Posts& Headline& Marketing& Marketing Tools& Strategy and Tactics
As Catherine Walker’s Alzheimer’s disease advanced, her daughter, Gail Watson, tried to both balance her mother’s disease and care for her ailing father. Struggling as caregiver to both her parents, she found Vancouver-based Nurse Next Door, a…
Grow Your Company by Hiring for Life,
28 Oct 2010 in Customer Relationships& Featured Posts& General Management& Marketing Thought Leadership& Strategy and Tactics
When talking about the concept of customer experience, the name Chick-fil-A never fails to surface. Recently, an article about the tactics used by Truett Cathy, the founder of Chick-fil-A, to build such a successful business crossed my desk (my…
Walking a Mile in Their Customers’ Boots,
30 Sep 2010 in Customer Relationships& Featured Posts& Headline
BusinessWeek names 25 companies every year to its list of service champions. It starts with a list based largely on brands in J.D. Power & Associates database, and BusinessWeek polls 3,000-plus readers to names most associated with treating…
Help Customers Count on You,
09 Sep 2010 in Customer Behavior& Customer Relationships& Featured Posts& Headline
How can you take what you know about your customers—their emotions, priorities, challenges and needs—to show that you want to be there for them? Take time to think about it. Because if you can do this, you earn customers who will rave and tell…
Hire in Haste. Repent in Leisure.,
13 Apr 2010 in Customer Behavior& Customer Relationships& Featured Posts& Headline& Small Business Marketing
Creating a Customer Culture Starts with Hiring. You’ve got to know your higher purpose in customers’ lives. You’ve got to know what you stand for. And you’ve got to know what type of environment you are creating.
If you know the answe…
88% of Lost Wallets Containing Baby Photos Get Returned: How to Use That Fact to Boost Business,
06 Apr 2010 in Customer Behavior& Featured Posts& Headline& Marketing& Public Relations& Strategy and Tactics
Two-hundred forty wallets were planted by University of Hertfordshire psychologists in Edinburgh, Scotland because they wanted to understand if the contents made people return a wallet.
Brilliant and so intriguing.
So, the psychologists plant…
3 Actions to Battle Customer Experience Fatigue,
18 Mar 2010 in Customer Behavior& Customer Relationships& Featured Posts& Headline& Marketing
Don’t get me wrong … Working on the improvement and development of customer experiences is what we need to do. However, like so many of the customer-focused solutions that have come and gone before it, we’ve lost the forest for the trees.