Only person who's been Chief Customer Officer for 5 major corporations: Lands End, Allstate, Mazda, Microsoft & Coldwell Banker
Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association.
She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne Bliss guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.
Watch Jeanne in Action:
Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, 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.
Her ability to effectively guide leaders and companies to earn customer-driven growth is based on these experiences as a practitioner for over 20 years working across organizations to unite the C-Suite and organizational silos.
Jeanne is also the author of the groundbreaking book, “Chief Customer Officer” (Jossey-Bass, 2006). The book was the first of its kind to address the role of the customer leadership executive. It quickly became a bestseller and has been translated into eight languages. Her second book, “I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad,” (Portfolio, 2001) was also a bestseller and translated into five languages. Her latest book, “Chief Customer Officer 2.0” (Wiley) was published in 2015.
Jeanne is a highly sought after speaker, keynoting high profile conferences and corporate events. She has spoken for speaking clients such as Intuit, Pella Windows, Staples, Activision, MetLife, Zappos, and AARP, and has appeared in major media outlets such as Fast Company, Forbes, MSNBC, The Associated Press and The Conference Board.
Your event is your moment. You spend months, sometimes years, planning these meetings. When you contact me to discuss your event, there is nothing more important to Jeanne than ensuring that we put together the right message and delivery for your audience. That we create an experience that delivers a memory, charges your audience up, and prepares them to act!
Clients include Staples, Zappos, The Smithsonian Institution, Expedia, Southwest Airlines, Cisco, Microsoft, Symantec, Australia Customer Service Institute and hundreds more.
Speech and Workshop Topics
- Become a Beloved & Prosperous Company that Earns Social Media Raves & Growth
- Helping Companies Grow…by Improving Customers’ Lives
- How to Build Your Customer-Driven Growth Engine
- Leading Customer Experience Transformation & Innovation
- The role of the Chief Customer Officer
- Unite Your C-Suite to Transform Your Business
Unite the C-Suite on Leadership and Culture to Earn the Right to Growth
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.”
• 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.
Jeanne’s additional keynotes include:
Earn Your Customers’ Rave:
Five Decisions of Beloved and Prosperous Companies, 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, Jeanne takes you “behind the scenes” into the decision making that happens inside beloved companies. Discover the five common decisions they make and put into practice that 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 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—or Alliance!
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 you on embedding these competencies to get into action quickly with a united leadership team. And will show you how embedding them will shift your business intent toward earning the right to growth by improving customers’ lives. She will also share some of the over 40 interviews conducted with CCO’s around the world and how they are bringing these competencies to their organizations.
From the moment Jeanne begins to speak, you feel a rush of energy and the passion of thirty years of intense customer focus packed into her five-foot frame. –Bob Johnson, Vice President, Health & Wellness Century Furniture Corporation
Travels from California