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Jeanne Bliss

Jeanne Bliss

Customer Leadership Executive |  CustomerBliss

As the Customer Leadership Executive for five large U.S. market leaders, Jeanne fought valiantly to get the customer on the strategic agenda, redirecting priorities and creating transformational changes to the brands’ customer loyalty. She has driven achievement of 95 percent loyalty rates, changing customer experiences across 50,000-person organizations.

Jeanne developed her passion for customer satisfaction at Lands’ End, Inc., where she reported to the company’s founder and executive committee as leader for the Lands’ End customer experience. She was Senior Vice President of Franchise Services for Coldwell Banker Corporation. Jeanne served Allstate Corporation as its chief officer for customer satisfaction & retention. She was Microsoft Corporation’s General Manager of Worldwide Customer & Partner Loyalty. At Mazda Motor of America she initiated the brand’s retention effort.

After 25 years as the Customer Experience Executive in five major US Corporations, Jeanne founded CustomerBliss in order to create clarity and an actionable path for driving the customer loyalty satisfaction commitment into business operations.

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Honoring What Customers Care About

By Jeanne Bliss, April 5, 2011 at 3:47pm
Companies need to be careful when they support a cause. If the endorsement looks like little more than a marketing gimmick, the public will recognize this and respond accordingly, as happened to Bing recently when it attempted to raise money for Japan.Read full post >>
 

The Importance of Respect

By Jeanne Bliss, March 22, 2011 at 2:06pm
Customers like to be treated well. This is obvious, but not every company understands how critical it is for the customer to always feel respected. Those companies that do understand the importance of respecting every customer tend to thrive.Read full post >>
 

How Rackspace Got Rid of Customer “Hot Potato”

By Jeanne Bliss, February 18, 2011 at 5:31pm
It should come as no surprise that Rackspace, the San Antonio-based IT hosting company, is racking up customer service accolades -- including two recent National Customer Service Awards in the UK. Configuring and managing servers can be a daunting process, even for trained professionals. Rackspace made its name in the industry by focusing as much on customer support as on technology. And Rackspace hasn’t simply tried to improve on existing customer service models. Rather, they’ve reinvented what customer service looks like for a company that hosts websites. Read full post >>
 

Moving From What’s Available to What’s Desired

By Jeanne Bliss, January 26, 2011 at 10:43pm
It’s usually a good thing when companies seek feedback from their customers, but that doesn’t mean that all focus groups are good. Too often companies hold focus groups in which consumers aren’t really asked about what they need. Instead, they’re brought in near the end of the process. Read full post >>
 

Why It’s Time to Stop Doing Things the Old Way

By Jeanne Bliss, January 12, 2011 at 10:50pm
It’s a mistake that happens all the time in the world of customer experience: companies choose not to try anything new because the way they’ve always done it has worked well enough. In this passive approach to customer service, something is only broken if lots of customers are complaining -- and complainingly loudly.Read full post >>
 

Guaranteeing the Customer Experience

By Jeanne Bliss, January 5, 2011 at 5:53pm
Not all guarantees are the same. Some companies say that a product or service is “guaranteed” but, in fact, have very strict policies governing when products can be returned or how much money they will refund for a cancelled service. Other companies, like Costco, have legendary return policies and will take back almost any item --- no questions asked. The differences in guarantee policies might be written in the fine print, but this is fine print that matters. When companies put very strict limits on what they will do for you, they create a transaction-based relationship with customers. By contrast, companies like Costco create a different kind of relationship with customers. Read full post >>
 

The Customer Experience and the Importance of Word of Mouth

By Jeanne Bliss, December 16, 2010 at 8:52pm
Everyone in Austin, Texas knows Amy’s Ice Creams. That fact, in itself, might not be so surprising for an ice cream shop. Nor is it so unusual that Amy’s exceeds $5 million in gross annual sales, or that the company has grown from a single location in 1984 to over 14 stores today.Read full post >>
 

Getting the Right Customer Feedback – And Knowing How to Use It

By Jeanne Bliss, December 8, 2010 at 9:40pm
Customer surveys are great. Almost every business will want to use surveys at one point or another to gather data on what their customers are thinking and feeling about the business. But all too often companies forget that surveys are only one way of listening to customers. Read full post >>
 

How to Keep Top Executives In Touch With the Customer Experience

By Jeanne Bliss, December 1, 2010 at 5:39pm
You may have heard of “Undercover Boss,” the hit TV show that follows the CEOs of major companies as they go undercover as regular employees. While the show has plenty of TV-infused drama, it does touch on a real and important issue: the need for executives to understand what it’s like to be on the company’s frontline working with customers. Read full post >>
 

How to Be a Great Chief Customer Officer

By Jeanne Bliss, November 25, 2010 at 10:25am
The job of the chief customer officer (CCO) is unique in the corporate world. It's not a job with a clear scorecard or an easily defined set of deliverables. Sure, some aspects of the job are fairly straightforward. A customer leader has got to be able to make the case for a great customer experience and prove this case to gain executive and board support. Read full post >>