Jeanne Bliss
The Chief Customer Officer Human Duct Tape Show
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Jeanne Bliss
The Chief Customer Officer Human Duct Tape ShowEpisodes
Jeanne Bliss
The Chief Customer Officer Human Duct Tape Show
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Episodes of The Chief Customer Officer Human Duct Tape Show
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Today’s compilation features excerpts from two interviews: Christopher McShane, SVP of customer experience at Serta Simmons Bedding, and Jon Picoult, founder of Watermark Consulting. Both my guests speak on the importance of establishing an int
I had the pleasure of speaking with neuroscientist, professor, speaker, author, and cofounder of Immersion Neuroscience, Dr. Paul Zak. Give this episode a listen for invaluable wisdom on deepening your customer connections, generating long-ter
As we head into the new year, I ask that you revisit this podcast episode, where you’ll find many more valuable gems from my friend, Curtis Kopf. Your business—and your customers—will thank you. In my conversation with Curtis Kopf, the Chief Ex
As you’re developing what you develop your products, your services, know that—in your communication, you have a wonderful opportunity to rise above—to show who you are as people in how you communicate shared memories.
In this conversation with Matt Baer—Chief Digital and Customer Officer at the longstanding, iconic retailer Macy’s—shares key insights on the importance of getting the fundamental customer experience right before anything else.
In this conversation with Cassandra Crowe, Chief Executive Officer at Sharp HealthCare, Cassandra shares some high-level insights regarding the employee experience transformation at Sharp HealthCare and the ways in which this multilayered proce
How are you taking steps to deliver what you do? Are you willing to step outside the bounds of what everybody else does? And take an ADMIRABLE action in how you do it?
Lynda Firey-Oldroyd, CCO of Topgolf speaks on previous career successes at blue chip companies and details the importance of employee and customer experience at TopGolf.
In order to move from where you are, you need to all agree on where you’ve begun. “One version of the truth" is critical. In this episode, I share an exercise you can do with your team to start the process of understanding your organization’s e
In this conversation with Andy Clement, the CCO at Kimberly-Clark Professional, who has been with the organization for over 30 years, we discuss how digitizing the sales operations has impacted this B2B business in the post-pandemic world. Tho
Doing customer math rallies your team not only to ask, “Did we earn more customers than we lost?” But it pushes everybody to care about the why. Find out why in this video.
To get traction that becomes foundation to the way that people lead, you must understand the cores of power inside the organization. In this episode, I share examples of how to partner—or dance—with the power core.
In this conversation, Christopher McShane, the senior vice president of customer experience at Serta Simmons Bedding chats with me about how he helped his team understand weak points in their operations. We spoke about a 90-Day plan he implente
What I know is that customer experience is floundering. We are focusing on the mechanics instead of the meaning of the work. At the end of the day, customer experience is about leading. It’s about leadership. It’s about finding a way to guide y
What I know is that everybody needs a little pixie dust. When you do things that are unexpected for your customers, they remember you and it bonds you to them. So I want to share some of my favorite pixie dust moments back from my days at Lands
What I know is that goal mapping not journey mapping is a new way of leading, uniting your organization and earning the right to customer driven-growth. Goal mapping will drive you to reflect on new customer-driven KPIs. Thinking about: how wil
A goal map starts with the goals your customer wants to achieve and shifts your KPIs. By measuring the things that your customer cares about, it transforms how you do work. Find the show notes and more information at customerbliss.com/whatiknow
Principles shouldn’t just be words on a wall. They should be used to lead. In this episode, I share a powerful example from my time at Land’s End.
In a recent Linkedin Live conversation, I spoke with Natalie Petouhoff, a senior customer experience strategist and business consultant at Genesys. Her previous experience includes work with brands including Salesforce, Hulu, Marriott, General
In my conversation with Curtis Kopf, the Chief Experience Officer at REI, we discuss thought processes and strategies that go into navigating successful CX transformations. Curtis is a seasoned leader and CX practitioner who’s worked across a f
“Connect with people as humans, get to know them a little bit personally, so that you have a connection, so that when times become tough and you've got to challenge them, they feel like they're in a safe zone to do that,” says Holly O’Neill in
When it comes to implementing customer experience enhancements across your organization, how do you know if your efforts are successful? In this conversation that I'm revisiting with Barbara C. Morton, Deputy Chief Veterans Experience Officer a
In this conversation, you’ll hear from two leaders who have led transformative customer-centric initiatives at organizations that have global reach: Catherine Courage, VP of Consumer UX at Google and Darryl Speach, who at the time of our conver
How can we practically put measures in place to improve customer experience for organizations in which the internal and external stakeholders see results? In today’s podcast episode, I revisit two interviews I held with women who were leading C
Today’s compilation features two brief segments from Raj Sisodia, co-author of The Healing Organization and Conscious Capitalism, and Bob Thomas CCO of YMCA of the North (the Y). Both leaders speak on the importance of connecting purpose to t
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