Hosted by Crystal Garrett and Worthix CMO, Mary Drumond
According to Jeanne Bliss, when she talks about customer experience, she means “creating an environment inside an organization that enables people to deliver value and a very deliberately crafted experience to enable customers to achieve their goals.” She believes that customer experience should be seen as a growth strategy adapting to people’s lives and their needs.
Jeanne’s book, Would You Do That To Your Mother?, is focused on figuring out how to give customers the treatment they desire and give your employees the ability to deliver that treatment. The idea surrounding the book is the importance of imagining that the person on the other end is a person we love. In her book, she uses case studies to discuss pains, solutions, and financial results and relate them to profitability and growth metrics. She shows that CX is a growth strategy and not just an abstract concept.
About Jeanne Bliss
Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. She is now the President of CustomerBliss, where she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers’ lives. Her clients include: AAA, Johnson & Johnson, Brooks Brothers, Bombardier Aerospace, and Kaiser Permanente. She is a sought after speaker and thought-leader, the author of three best-selling books, and co-founder of the Customer Experience Professionals Association.