Jeanne Bliss
President Customer Bliss
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