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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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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
25th Jul 2018

Now the dust has settled, what can customer experience professionals expect from GDPR?

The General Data Protection Regulation is often talked about in terms of the impact on marketing, but it's customer experience...
Data
8th May 2018

How to be more human: Lessons in caring customer policies from Mercedes and Warby Parker

Companies that bake humanity into their business models help their customers, the wider community and their own company. In Uganda, women...
Loyalty
8th Sep 2017

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 Jul 2017

Why we're all taking a wrongheaded approach to customer experience innovation

I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’...
Engagement
19th May 2017

The stats that prove silos are your biggest CX challenge

eConsultancy just put out a guide around customer experience best practices , some of which are detailed in this blog post. Two stats...
Engagement
7th Apr 2017

How customer-focused CEOs approach decision-making

Since CEOs are often the major decision-maker within an organisation, it’s important to understand the decision-making styles of customer-...
Engagement
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