Keynote Speaker: Jeanne Bliss

Jeanne Bliss

Jeanne Bliss
Keynote Fee:
$15,000*
*Fee Note

Jeanne Bliss Travels From: WA

Print Jeanne Bliss Speaker Bio

Jeanne Bliss Speaker Videos

Quicktime Video
Dialup - Broadband

Windows Media
Dialup - Broadband

Biography

Jeanne Bliss spent 25 years as the “Chief Customer Zealot” inside 5 major US corporations where she fought valiantly for a place on the strategic agenda; bringing in the voice of the customer to redirect priorities and drive transformational changes to the customer experience. Jeanne was Microsoft Corporation’s General Manager of Worldwide Customer & Partner Loyalty. She served as Allstate Corporation’s Vice President of Customer Satisfaction & Retention. For Coldwell Banker Corporation, Jeanne was Senior Vice President of Franchise Services. At Mazda Motor of America she served as Senior Manager, Customer Satisfaction. Jeanne developed her passion for the customer at Lands’ End, Inc; where she spent eight years reporting to the company’s Founder and his Executive Committee as their leader for the Lands’ End Customer Experience. Jeanne is credited with driving 80% increases in customer satisfaction scores, achieving 95% loyalty rates, changing customer experiences across 50,000 person organizations and convincing the staunchest curmudgeons to help push the customer rock up the hill.

Jeanne established her company, CustomerBLISS to help companies deliver a customer experience which creates DESIRE for their brand. This is based on quantifiable results that companies with the most compelling experiences wrapped around the delivery of their products and services win – in continued revenues, in reducing prospecting costs, and in developing a creative energy within the organization that inspires and drives the delivery of a customer experience unique to the brand.

Today this great opportunity for marketplace differentiation is largely untapped. Companies do too little to gain leader consensus on direction and lack alignment across operating divisions. The brand experience happens inconsistently and “by default” as the customer bumps disjointedly from one silo to the next. This is where CustomerBLISS directs their support. They help leaders and their companies transform thinking by bringing the silo-based operations together to understand the customer perspective and agree to the strategic importance of a unified customer experience. They work to help the organization gain consensus on the desired experience and required hands-offs for optimum performance and help them to quantify, prioritize and overcome issues creating a chasm between the company and its customers. CustomerBLISS delivers their services through a process based on 25 years of rigorous testing and trials, it has the flexibility to adapt to industry specifics, business models, and leadership styles.

Customer Experience Lab™ demystifies how to achieve a branded customer experience by moving organizations through six dimensions which aids them in developing both their DESIRED customer experience and the cultural environment and skills necessary for its successful delivery.

Titles

Make Your DNA Revolve Around Customers: Becoming a ‘Customer’ Company – How to Get There.
“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. Only a few arrive at the destination. In most companies, marketing does one thing. Sales does another and Operations yet another. And the frontline has to figure out how to connect all the pieces for the customer. Walk the halls of your company and ask ten people what your purpose with customers is: no doubt you’ll get ten different answers. Jeanne Bliss puts her 25 years as customer leader in the real-world of corporations to debunk what’s happening in business that puts customers at the bottom of the heap and not at the top of the priority list. And then she immediately helps to reverse the process. In this fast paced, funny because it’s true and action-packed keynote, audiences practical advice and actions to take as soon as they get back. They participate in exploring the ‘dance of the silos,’ how we force customers to use ‘organizational navigation devices’ to do business with us and how we’ve actually programmed behavior that works against them. Laugh at the reality of the truth and breathe a sigh of relief learning what can be done about it. Walk away with hope on how to connect your company for customer growth!

The 5 Habits of Beloved Companies
Beloved companies earn their way into the hearts of customers because of who they are as people; not for how they are branded. Customers admire them for how they are treated; not for how they are handled. And they love them for how they feel when they come in contact with them. Customers return again and again to the beloved companies…because they can’t imagine life without them. The beloved companies transcend the regular practices of commerce and create an emotional connection with their customers. In this keynote, learn the 5 habits that set the beloved companies apart. Learn how they use them actively to define the intent and motivation of your business. Filled with examples of the companies that customers love and employees love being part of; this keynote gives you a lens through which to compare and contrast your organization’s purpose and intent for your customers. With its customized content, it gives you a kick-start to understand where you excel and where the work lies inside your organization.

Customer Profitability: Deliver Experiences Customers DESIRE!
Companies who emotionally connect with customers deliver a memory so strong and powerful in their customers’ mind that they go way past just remembering it…to desiring to have it again. This emotion pulls customers back and urges them to recommend the experience to others. Memory-creation IS the currency of your brand. Learning how to delivered desired experiences becomes the “cha-ching” that leads to customer profitability. So why don’t companies deliver? We yearn for the days of the corner market where it just plain felt good going to the corner grocery store or dry cleaners. As one of the architects of the Lands’ End customer experience, Jeanne Bliss builds a customized presentation using your existing customer experience; examining it through her lens of customer desire and memory creation. She then prods the audience to evaluate, probe and deliver the ‘aha’ of what it takes to move from the experience you’re delivering today to one customers truly desire.