Jeanne Bliss

Biography

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 Corporation 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 Customer Bliss, 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.

Publications

I Love You More Than My Dog

This book was written as a journey to help you understand and compare your performance with the decisions that have created cult companies. It gives you an immediate understanding of how the decisions of your company have created the impression of your company and the "story" being told by customers and employees.

Through 45 case studies, it illustrates the best practices customer service of how these companies decided to run their business. In hiring and selection, customer experience, policies, operations, delivery and support, the actions and impact of their choices are explained. Challenges and customer loyalty questions follow each case study, so you can review and evaluate if you are ready to make these same choices. Use what you learn to evaluate, redirect and course-correct the DNA and culture of your company.

Do your customers say, I Love You More Than My Dog?

Titles

Become A Company Customers Love And Can`t Live Without

What`s on the inside shows up on the outside... And that means C-U-L-T-U-R-E

The five decisions of beloved and prosperous companies.

Hundreds of companies have customers who admire them, but only an elite few have true advocates - passionate, vocal, loyal fans - who tell the stories of their experiences and about how much they "love" them.

Go "behind the scenes" of the decision making that goes on 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. Learn 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. See how far or close you are to earning business outcomes compared to beloved and prosperous companies.

Make Your DNA Revolve Around Customers

Get past the lip service to earn your customers` rave...

Deliver an experience your customers will want to repeat and tell everyone they know about!

Companies and leaders genuinely want to do the right thing for customer and the business, yet competing operational priorities make it difficult to focus on delivering a meaningful customer experience day in and day out.

"Customer" companies have a remarkable capacity to blend agendas across the organization to deliver a coordinated and meaningful experience to customers. Most companies want to get there. Few arrive at the destination.

Learn the most powerful actions to take, and in what order to take them!

This valuable and compelling content, adapted from Jeanne Bliss`s best-selling book, "Chief Customer Officer: Getting Past Lip Service to Passionate Action," is part of a learning journey designed to help you focus on what`s most important for delivering meaningful customer experiences that drive profitability and growth. It`s not about a point in time; it`s about a process that leads to customer rave.

You will walk away with strategies and tools customized to build powerful customer relations and clarity for leaders on how to create partnerships and motivate employees. Audiences receive practical advice, actions, and ideas for how to reset the way they work together to make customers the priority of the business.