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Jeanne Bliss
Jeanne Bliss
Member Since: 7th Jul 2016
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Jeanne Bliss
President Customer Bliss
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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
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
16th Oct 2019

Have you passed these 10 tests to earn an MBA in Customer Love?

Personally, I mostly tend to respect MBAs when they enter a business. There are dangerous elements to what we teach MBAs, yes — it’s...
Loyalty
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