Jeanne Bliss
CustomerThink
Los Angeles, CA, United States
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Past articles by Jeanne:
Three Lessons From Leaders on Adapting During the Pandemic
Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter. We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. I’ve also spoken to gurus, authors, and evangelists about the ways in which… → Read More
In this Pandemic, Move How You Listen to Customers—From Asking to Understanding
I want to talk about listening, and especially listening to your customers right now. Recently, I’ve received some questions including: Do you stop your surveys? How do you listen? So I want to share my thoughts on six key ways in which we should continue to listen to and communicate with our customers—and our teams. 1. Shift from Validating to Understanding Surveys sometimes can act as a… → Read More
3 Steps to Measure CX Impact and Align Your C-Suite Around Experience
To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell. Recognize that, at the end of the day, we are all here to grow our business—and that’s what your C-Suite cares about. Leaders should do the following three things when you take on the responsibilities of a… → Read More
3 Essential Lessons Leaders Must Embrace to Transform Experience
We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And these employees and customers talk about three things: Did you do what you said you were going to do? Did you improve my life? And how did you make me feel as a… → Read More
3 Actions to Take to Honor Customers as Assets
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course, inspired by my book, Would You Do That To Your Mother? Click here to learn more about… → Read More
How DHL Became More Customer-Focused, with CCO Scott Allison
How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison, the Chief Customer Officer of DHL’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience. DHL is a global leader in the logistics industry. Though the company operates on a… → Read More
Strategies for CCO Success in Startup Companies with Rosalyn Curato
It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato, CCO of Allovue, a startup EdFinTech (education financial technology) company, knows how to leverage this skill. In today’s episode, Rosalyn shares how her background in finance and education consulting contributes to… → Read More
Make Customer Delight About Delivering Value with Jon Herstein of Box
“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein, Chief Customer Officer at Box, a cloud content management company that serves about 90,000 customers. Jon goes on further to say that delighting the customer is insufficient if they’re not receiving value from their investment in your product or service. Delivering value is ultimately the key point of B2B… → Read More
How to Evaluate CCO Positions: 5 Steps to Ensuring the Right Fit
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. On today’s Daily Dose, I want to talk to you about how to suss out… → Read More
How to Improve Customer Experience at a Fast Food Restaurant with Fernando Machado of Burger King
“The expectations of people, thanks to technology, are different. You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs. In this episode, Fernando, an extremely successful marketer who’s been… → Read More
4 Tactics to Building and Managing Customer Success with Allison Pickens
One of the things I like most when talking to people about their career journeys is understanding how the skills they’ve learned along the way help them succeed in their current leadership role. Sometimes, my guests are surprised at how their trajectory, even if it seems nonlinear, has played a critical part in their professional development. In my conversation with Allison Pickens, the Chief… → Read More
3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze
“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze, Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Do you know what it takes to be a high-quality leader? One who leads with a vision and… → Read More
3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze
“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze, Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Do you know what it takes to be a high-quality leader? One who leads with a vision and… → Read More
3 Steps to Telling a Robust Customer Journey with Chelsie Rae Lee of SnackNation
Does your organization have a system in place for measuring customer churn? In today’s episode, I chat with Chelsie Rae Lee, Senior Vice President of Customer Strategy at SnackNation, a subscription service that delivers snacks to homes and offices. In this sense, SnackNation is a B2B2C company, as it partners with grocers and other businesses, while also selling directly to consumers. Diving… → Read More
Turn “Gotcha” Moments into “We’ve Got Your Back” Moments
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course, inspired by my book, Would You Do That To Your Mother? Click here to learn more about… → Read More
Enabling Graceful Departures: A Casper Case Study to #MakeMomProud
“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we understand.” “Try our bank for a little while, and if you don’t like how we help, we will send you off with £100; thank you, please come back when we can serve you again.” These three honest, simple, and easy terms of engagement are brought to you by… → Read More
Leveraging the Power of Collaboration for a Telecomms Customer Experience Implementation
“I think the power of collaboration and people talking together and sitting together shouldn’t be underestimated,” says Charlotte Dunsterville, Chief Customer Officer of Sure International Telecom, a mobile, fixed and enterprise telecommunications supplier in Guernsey, Jersey and the Isle of Man, part of the Batelco (Bahrain Telecom) Group of companies. In this episode, Charlotte and I talk… → Read More
8 Thought-Provoking Interview Questions Every Chief Customer Officer Candidate Should Ask
Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. You may have a good idea of the kinds of questions you’ll be asked during your interview: your experience, philosophy, and the style of leadership… → Read More
Defining the Chief Patient Experience Officer Role at Cedars-Sinai Hospital
How do you define patience experience in a hospital? In today’s episode, I speak with Alan Dubovsky, Chief Patient Experience Officer at Cedars-Sinai, who talks about how a hospital stint in his youth led to a lifelong obsession with healthcare; specifically, how you get doctors, nurses, and employees to work together. Still relatively new to his role at Cedars-Sinai, Alan walks us through the… → Read More
How Does Best Buy Combat High Turnover and Digital Competition? Investing in Employee Experience
Is your organization taking the time to improve its employees lives? When you improve the lives of your employees, you’re also taking the right steps to improve the lives of your customers. In an article recently featured in Retail Drive, “Why Best Buy is Investing in Employees,” Corinne Ruff shares how Best Buy’s determination to invest in its employees is driving growth and success for the… → Read More