Jeanne Bliss
President Customer Bliss
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
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