Jeanne Bliss | International Keynote Speaker & Author
A worldwide authority on customer experience, Jeanne Bliss shares groundbreaking ideas and real-world insights on helping your company grow by improving your customers’ lives. Jeanne is president of Customer Bliss and the co-founder of The Customer Experience Professionals Association. She is one of the foremost experts on customer-centric leadership, customer experience, and the role of the chief customer officer. In her work, she guides clients around the world toward earning business growth and prosperity, by improving customers’ lives. Jeanne pioneered the role of chief customer officer, holding the first ever CCO role at Lands' End, Microsoft, Mazda, Coldwell Banker and Allstate. Reporting to the CEO, she moved the customer to the strategic agenda, redirecting priorities to create transformational changes to each brand’s customer experience. She is the author of three best-selling books, including “Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine.” Drawing on her depth of experience in senior customer strategy positions at five major U.S. corporations, Jeanne shares her perspective on formulating and implementing results-driven customer strategies across your company, the role of social media in creating happy, loyal customers, and earning the right to customers’ business. 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 me 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! It has been my privilege to deliver this service for these audiences and clients around the world. SPEECH AND WORKSHOP TOPICS: • Earn Your Customers’ Rave: The 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, I take 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, through this session, 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. • How to Build Your Customer-Driven Growth Engine, Adapted from Jeanne’s Book Chief Customer Officer 2.0: 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. WORKSHOPS: • Unite the C-Suite on Establishing a Chief Customer Officer (CCO) Role. The role of the Chief Customer Officer is to work with leaders to embed the five competencies to improve customers’ lives. How you introduce a Chief Customer Officer into your business sets the course for its success and for your customer experience transformation. I help clients and recruiters determine if the role is right for them, frame the role and fill the role with the right person with this service. If you are interested in this service, please contact Jeanne. • Understanding and Committing to “Customer Experience” There are so many interpretations leaders have about what customer experience is, and how to do the work. This engagement aligns and unites your organization, clarifies the work and enables them to commit to a customer experience commitment, completely informed of the work ahead and their required involvement. Covering the topics below, please contact Jeanne to book this service. We will cover: - The 5-competency framework to build your customer-driven growth engine. - What customer experience transformation requires of leaders. - Workshop: Auditing the current state of your customer experience. - Workshop: Reality Check Audit of your current state performance in the 5 competencies. - Deciding on the best path ahead for your company. • Leadership and Culture to Earn the Right to Customer-Driven 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 your 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 by stage 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.” For this service, please contact Jeanne. - 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. - Takeaway Action: Start a “Kill a Stupid Rule” movement to honor customers & employees.
Working with Jeanne...
“Working with Jeanne, we went from concept to a robust process and actions in less than six months.”
Jeanne Bliss has that most rare talent.
“If you are looking to light up a couple thousand people with the value of doing what is right for your
customers, look no further. Jeanne Bliss has that most rare talent – she is an operationally driven
visionary. She’s a bottle-rocket wrapped inside a book of customer wisdom.”
Jeanne Bliss is a gift ...
“Jeanne Bliss is a gift to Chief Customer Officers. She brings a practical understanding to the aspiration
of leading an organization toward customer-centricity.”