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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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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
13th Sep 2019

Why leadership accountability is killing your customer experience

In the writings and speeches I’ve done, I commonly refer to “one-company leadership.” That’s where you need to get to as an organisation...
Engagement
30th Aug 2019

Five must-read books to improve your customer experience and service skills

I know we’re in August and the Back to School advertisements are making the rounds, but summer isn’t over yet! So if you’re heading on...
Loyalty
16th Aug 2019

How to improve customer experience by designing for reliability

In this post originally published in 2016, Jeanne Bliss explains the importance of design for reliability, or proactive experience...
Engagement
31st Dec 2018

How St. Jude Children's Hospital uses anthropology and ethnography to listen to its customers

How are Voice of the Customer programmes, customer rooms and customer journey theories applied in a not-for-profit environment, such as a...
Voice of the Customer
13th Nov 2018

Getting organisational buy-in for CX: How to identify and engage the outliers

If chief customer officers, service leaders and heads of customer experience are to make their CX programmes a success, they need to not...
Engagement
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