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Keynote Speaker Jeanne Bliss

Jeanne Bliss

President of Customer Bliss, Co-Founder of Customer Experience Professionals Association

  • Speaker's U.S. Fee Range
    $10,001 - $20,000 i
  • Languages Spoken
    English
  • Travels From
    Washington, USA

Suggested Keynote Speeches & Programs

About Speaker Jeanne Bliss…

Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association.

Jeanne's Recognition

  • Co-founder and board member of the Customer Experience Professionals Association.
  • Top 25 Customer Experience Leaders
  • Top 60 Customer Experience Influencers
  • 50 Customer Experience Blogs you should be reading 2015
  • Top 50 Most Active Influencers in #CX – Customer Experience 2014
  • Top 30 global customer service gurus
  • I Love You More than My Dog named by Inc. Magazine as one of The best books for business owners 2009
  • I Love You More than My Dog named to the Business Week best-seller list, 2009
  • I Love You More than My Dog marketing book of the year finalist by 800CEORead, 2009
  • Chief Customer Officer named Best Business Book of 2006

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.

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.

More About Jeanne Bliss…

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 on June 15, 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.

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.

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. 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.”

  • 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.
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