Jeanne Bliss
President Customer Bliss
13th Sep 2022
Getting organisational buy-in for CX: How to identify and engage the outliers
In doing this work, you might find people who feel they were already doing part of it, who don’t understand your role, or who feel like “...
Engagement
16th Aug 2022
When HR and CX collide: Why candidate experience is also customer experience
There is an ever-increasing need to think of employees as customers as well, i.e. internal customers. Retention rates in major companies...
Engagement
15th Sep 2021
What is a customer room – and how can it solve siloed thinking?
Organisational silos hamper the customer journey and impact the customer’s experience, so in order to provide optimum interactions,...
Engagement
25th Aug 2021
Eight actions to simplify your customer listening programme
Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a...
Voice of the Customer
14th May 2021
Eight questions every CX leadership applicant should ask in their job interview
Are you considering applying for the role of chief customer officer (CCO), head of CX, or similar? If so, you’ve probably already worked in...
Engagement
28th Apr 2021
How the Smithsonian built a customer journey map from scratch - and what it teaches us
Samir Bitar was the director of the office of visitor services at the Smithsonian Institution during the development of its inaugural...
Engagement
20th Feb 2020
Seven brands that have improved their customers' lives - and how they did it
The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. They work...
Engagement
27th Jan 2020
Process mapping: How to identify the rotten rules ruining customer experiences
We spend a lot of time in companies discussing “process mapping,” which is — theoretically, and sometimes in reality — a way to make our...
Engagement
6th Jan 2020
Is emotion the key to customer experience differentiation?
Forrester's US Customer Experience Index goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Forrester...
Engagement
11th Nov 2019
Seven different ways to measure customer satisfaction
We talk often of data and metrics in modern business, but I sometimes worry people don’t always really know what that means. Consider this...
Engagement