Jeanne Bliss is the President of CustomerBliss, where she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers’ lives. Her clients include: AAA, Johnson & Johnson, Brooks Brothers, Bombardier Aerospace, and Kaiser Permanente.
Jeanne 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. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience.
She is a sought after speaker and thought-leader, the author of three best-selling books: I Love You More Than My Dog, Chief Customer Officer, and the newly released Chief Customer Officer 2.0. Jeanne is co-founder of the Customer Experience Professionals Association, and is also host of her own Customer Experience podcast The Human Duct Tape Show.
In this episode, we talked about…
In our interview we talk about what Jeanne calls The 5 Competencies to build a customer driven growth engine. For a more detailed overview, go to Jeanne’s website, Customerbliss.com. Meantime here they are:
Competency 1: Customers as Assets: Moves you to a simple, non-refutable measure of if you did, or did not, earn the right to growth.
Competency 2: Align around the experience: Changes the accountability and the story of the business from silo performance to customer life improvement.
Competency 3: Build a Customer Listening Path: Unites multiple sources of customer feedback to tell the story of customers’ lives by stage, as they experience you.
Competency 4: Proactive experience, reliability and innovation: Let’s you know, before the customer tells you, if the experience was reliable and valuable to them.
Competency 5: One-company accountability, leadership, and culture: Unites leaders to guide and enable the company to improve customers’ and employees’ lives.
You can also hit Jeanne up on Twitter @JeanneBliss, and check out her own excellent podcast on customer experience, called the Human Duct Tape Show (you need to read Chief Customer Officer 2.0 to understand that reference). 🙂
Thank you for listening.