Jeanne Bliss
Jeanne Bliss spent 25 years as the "Chief Customer Zealot" inside 5 major US corporations where she fought valiantly for a place on the strategic agenda; bringing in the voice of the customer to redirect priorities and drive transformational changes to the customer experience. Jeanne was Microsoft Corporation's General Manager of Worldwide Customer & Partner Loyalty. She served as ...
Topics:
- Branding /
- Corporate Culture /
- Customer Loyalty /
- Customer Service
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Jeanne Bliss spent 25 years as the "Chief Customer Zealot" inside 5 major US corporations where she fought valiantly for a place on the strategic agenda; bringing in the voice of the customer to redirect priorities and drive transformational changes to the customer experience. Jeanne was Microsoft Corporation's General Manager of Worldwide Customer & Partner Loyalty. She served as Allstate Corporation's Vice President of Customer Satisfaction & Retention. For Coldwell Banker Corporation, Jeanne was Senior Vice President of Franchise Services. At Mazda Motor of America she served as Senior Manager, Customer Satisfaction. Jeanne developed her passion for the customer at Lands' End, Inc; where she spent eight years reporting to the company's Founder and his Executive Committee as their leader for the Lands' End Customer Experience. Jeanne is credited with driving 80% increases in customer satisfaction scores, achieving 95% loyalty rates, changing customer experiences across 50,000 person organizations and convincing the staunchest curmudgeons to help push the customer rock up the hill.
Jeanne established her company, CustomerBLISS (www.customerbliss.com) to help companies deliver a customer experience which creates DESIRE for their brand. This is based on quantifiable results that companies with the most compelling experiences wrapped around the delivery of their products and services win - in continued revenues, in reducing prospecting costs, and in developing a creative energy within the organization that inspires and drives the delivery of a customer experience unique to the brand.
Today this great opportunity for marketplace differentiation is largely untapped. Companies do too little to gain leader consensus on direction and lack alignment across operating divisions. The brand experience happens inconsistently and "by default" as the customer bumps disjointedly from one silo to the next. This is where CustomerBLISS directs their support. They help leaders and their companies transform thinking by bringing the silo-based operations together to understand the customer perspective and agree to the strategic importance of a unified customer experience. They work to help the organization gain consensus on the desired experience and required hands-offs for optimum performance and help them to quantify, prioritize and overcome issues creating a chasm between the company and its customers.
CustomerBLISS delivers their services through a process based on 25 years of rigorous testing and trials, it has the flexibility to adapt to industry specifics, business models, and leadership styles. Customer Experience Lab- demystifies how to achieve a branded customer experience by moving organizations through six dimensions which aids them in developing both their DESIRED customer experience and the cultural environment and skills necessary for its successful delivery.
Organizational Transformation
Make Your DNA Revolve Around Customers - Becoming a 'Customer'Company - How to Get There
"Customer" companies have a remarkable capacity to blend agendas across the organization to deliver a coordinated and meaningful experience to customers. Most companies want to get there. Only a few arrive at the destination. In most companies, marketing does one thing. Sales does another and Operations yet another. And the frontline has to figure out how to connect all the pieces for the customer. Walk the halls of your company and ask ten people what your purpose with customers is: no doubt you?ll get ten different answers. Jeanne Bliss puts her 25 years as customer leader in the real-world of corporations to debunk what's happening in business that puts customers at the bottom of the heap and not at the top of the priority list. And then she immediately helps to reverse the process. In this fast paced, funny because it's true and action-packed keynote, audiences practical advice and actions to take as soon as they get back. They participate in exploring the 'dance of the silos,' how we force customers to use 'organizational navigation devices' to do business with us and how we've actually programmed behavior that works against them. Laugh at the reality of the truth and breathe a sigh of relief learning what can be done about it. Walk away with hope on how to connect your company for customer growth!
Customer Experience/ Branding
Make Your DNA Revolve Around Customers - Get Your Organization Ready to Differentiate and Deliver
This 4-5 hour workshop teaches you how to tear down the barriers that prevent your company from thinking 'experience' instead of silo-based operational execution. Get a step-by-step roadmap for crafting memorable experiences that create desire for your brand. Often used to get leadership on the same page, this workshop puts leaders quickly into groups for discussion of current customer performance. The group moves on to understanding what value needs to be delivered to customers and where differentiation should occur. A common language set is started for defining the customer experience, and the organization is armed with tools for advancing the work throughout the company. This workshop is described by many experiencing it as a 'watershed' meeting, where leaders uniformly got on board. This workshop is equally successful in a business-business operation as well as in a business-consumer operation. We have significant results using it to bring franchisors and franchisees together in developing a common platform for customer experience delivery. This workshop arms you with a strategy for navigating your corporate machine, the tools to drive the customer agenda ahead, humorous anecdotes to keep your spirit up, and a customized action plan for your organization. Workshop participants will receive practical tools and insights and an understanding of the organizational mindset that must exist for success. The workshop will help you to examine and evaluate the fundamentals necessary for driving a customer agenda for your organization, including:
*Your Organization's Cultural & Leadership Readiness For Change
*Organizational Structures and Models for Driving Change
*The Core of Power & Competency in Your Organization
*Evaluating & Crafting a Strategy To Work For Your Company
The 5 Habits of Beloved Companies
Beloved companies earn their way into the hearts of customers because of who they are as people; not for how they are branded. Customers admire them for how they are treated; not for how they are handled. And they love them for how they feel when they come in contact with them. Customers return again and again to the beloved companies...because they can't imagine life without them. The beloved companies transcend the regular practices of commerce and create an emotional connection with their customers. In this keynote, learn the 5 habits that set the beloved companies apart. Learn how they use them actively to define the intent and motivation of your business. Filled with examples of the companies that customers love and employees love being part of; this keynote gives you a lens through which to compare and contrast your organization's purpose and intent for your customers. With its customized content, it gives you a kick-start to understand where you excel and where the work lies inside your organization.
Life through Your Customers' Eyes - What's the experience of your customers today? What is their life like when they interact with you?
Companies become beloved by having pure intent for doing what?s right for their customers, not by standing behind the polished veneer of brand and positioning. They're not afraid to be themselves. They are reliable without fail. They trust their customers and those who serve them. And they know when to say they're sorry - they have a human way of making the customer feel okay after failures occurred. And the experience they deliver reinforces these principles in the collective interactions of the organization.
This workshop begins 1-2 months prior to the event with Jeanne Bliss living the life of your customer in 5 key contact points that you identify. For example; she calls your call center repeatedly, purchases your products, goes to your location (when desired) and talks to your customers. Jeanne essentially gets to experience what your customers do. Then, in the workshop, using the information collected, cross-company participants dissect the stages of the experience and the key contact points. First, the customer experience is played back as Jeanne experienced it, backed up by other customer data collected by you. Next, teams dissect how the organization took actions to deliver that outcome. They diagnose the missteps and identify opportunities. Through bringing together parts of the organization that don't normally work together, the dependencies are identified which are required for delivering an improved customer experience. The customized tools created give you a path to move forward on well after the workshop has concluded.
Customer Profitability Deliver Experiences Customers DESIRE!
Companies who emotionally connect with customers deliver a memory so strong and powerful in their customers' mind that they go way past just remembering it...to desiring to have it again. This emotion pulls customers back and urges them to recommend the experience to others. Memory-creation IS the currency of your brand. Learning how to delivered desired experiences becomes the "cha-ching" that leads to customer profitability. So why don't companies deliver? We yearn for the days of the corner market where it just plain felt good going to the corner grocery store or dry cleaners. As one of the architects of the Lands' End customer experience, Jeanne Bliss builds a customized presentation using your existing customer experience; examining it through her lens of customer desire and memory creation. She then prods the audience to evaluate, probe and deliver the 'aha' of what it takes to move from the experience you're delivering today to one customers truly desire.
Motivating Change
Chief Customer Officer Boot Camp - Proven Strategies to Thrive, Survive & Drive the Customer Agenda Ahead Inside Your Organization
This boot camp has been a sell-out workshop at conferences around the world. It gives attendees the benefit of Jeanne's 25 years reporting to Presidents and working with corporate leadership and the field to inspire, drive and motivate the change required to instill a customer focus and a new set of competencies within the organization. Workshop participants receive practical tools and insights and an understanding of the organizational mindset that must exist for success. The workshop will help you to examine and evaluate the fundamentals necessary for driving a customer agenda for your organization, including:
An Examination of Your Organization's Cultural & Leadership Readiness for Change
*Metrics - what is driving business performance today
*Mechanics - what is driving the operation of the business -how well the silos work together
*Motivation - how is the organization rewarded and recognized? What encourages performance?
Organizational Models for Driving Change
*What works by organization size, culture and leadership style
*How to determine the organizational approach that's right for your organization
Understanding the Core of Power & Competency in Your Organization
*Identifying the current priorities driving metrics, compensation, and reward
*Understanding corporate competencies and zones of comfort in how the organization works
*Reconciling how to achieve success with the current priorities and corporate definitions of success
Evaluating & Crafting a Strategy To Work Through The Four Dimensions of "Customer Quicksand"
*Clarity of Purpose on what you mean to customers and how you deliver it to them? *Goals & Metrics
oAre your goals and metrics aligned and consistent across the organization?
*Cross-Company Collaboration oHow do leaders and functions within the organization work together?
oWhat is the outcome on the customer...does anyone know?
*Customer Leadership
oAre people inspired to operate toward delivering a unified customer experience? oAre messages consistent and reinforcing?
oHow do leaders work together?
Read Jeanne Bliss's blog on branding
