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Jeanne Bliss Jeanne Bliss has been working within major retail B2C and B2B companies for 25 years, arm wrestling them on behalf of their customers! As "Chief Customer Zealot" for these large U.S. market leaders, Jeanne's fought valiantly to get the customer on the strategic agenda, redirecting priorities and creating transformational changes to the brands' customer experience. She has driven achievement of 95 percent loyalty rates, changing customer experiences across 50,000-person organizations...convincing even the staunchest curmudgeons to help push the customer rock up the hill. Jeanne has been at the apex of remarkable customer creations and has driven achievements inside large corporate machines. Her vim and vigor and passion for customers is the result of the collision of her Italian heritage and the serendipitous circumstances which brought her to the Wisconsin farmlands in 1983.
Now managing partner of Customer Bliss, Jeanne speaks to and coaches leaders and teams on how to wrap their company's focus around customer profits. She is a worldwide keynote speaker on sustaining the energy and effort required to keep pushing that customer rock up the hill. She is the author "I LOVE YOU MORE THAN MY DOG" Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad as well as "Chief Customer Officer: Getting Past Lip Service to Passionate Action. Her speaking programs include: I Love you More Than My Dog: What have you done lately to create customers who are truly thrilled with their experience? How do you breed buyers, those devoted fans that purchase your product time and time again, promote you to their nearest and dearest, their Facebook friends and Twitter followers? Customer experience expert Jeanne Bliss will tell you how. Based on her new book, "I LOVE YOU MORE THAN MY DOG," this program delivers the five key decisions for creating companies that rise above and create an unbreakable human connection with their customers. These decisions -- believing, having clear purposes, being real, being there and saying sorry -- create a seismic shift from business to beloved company. "The common denominator," says Bliss, "is that these beloved companies consistently find a way to weave their humanity with business in the way they make decisions. They never lose sight of the people who have impacted them. They remember that customers admire them not for how they were treated, but how they were handled. They make decisions that create a lasting bond." As the soft economy creates a brutally competitive atmosphere and companies struggle to maintain their toehold in the market, Bliss' advice could not be more apt. Jeanne Bliss learned about that bond first hand while working as "Chief Customer Zealot" at Lands' End, Allstate, Coldwell Banker, Microsoft and Mazda. Today, her firm, Customer Bliss, consults with dozens more, teaching and guiding companies to honor both the people who work for them and the many more who buy from them every day. The compelling content in this program delivers new ways of thinking and doing on behalf of customers, and moving beyond "lip service to passionate action." Make Your DNA Revolve Around Customers: Becoming a ‘Customer' Company 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 her fast paced, funny-because-it's-true and action-packed keynotes, 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 breath a sigh of relief learning what can be done about it. Most importantly walk away with hope on how to connect your company for customer growth! The 5 Habits of Beloved Companies 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. Deliver Experiences Customers DESIRE! Using her background 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. Jeanne Bliss Workshops Make Your DNA Revolve Around Customers-- 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. Often used to get leadership on the same page, this workshop puts leaders and salespeople 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 experience, 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 operation as well as in a business-consumer operation. The workshop will help you to examine and evaluate the fundamentals necessary for driving a customer agenda for your organization, including:
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 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. Testimonials "If you are looking to light up a couple thousand people with the value of doing what is right for your customers, look no further. Jeanne Bliss is has that rarest of talents -- being an operationally driven visionary. She's a bottle-rocket wrapped inside a book of customer wisdom." Mike Mansbach, Senior Vice President, Citrix Online "I can't afford to bring someone in as a keynote who can't hold their own with the most senior people. Jeanne has held the positions they have. She converses with them in the course of the keynote. And I can literally see the lights go on as she takes apart complex problems and puts them back together again." -- Ellen Shannon, President, Publication and Conference Development Partners "Your presentation was a highlight of the conference. Thank you for an informative and entertaining presentation." --Raymond Peter Zambuto President, Technology in Medicine, Inc. "Jeanne Bliss immediately charges up my team and puts us on a course for success! In one session, she turns around our thinking and gets all the aha! lights going on." --Karyn Furstman, Senior Vice President, Customer Experience, WAMU "Jeanne Bliss is a force to be reckoned with when you want focus on customers. With her uniquely strong background, she was able to help us accelerate our performance, which translated to revenue growth and profitability." -- Chandler Barton, Retired President Coldwell Banker Corp. "From the moment Jeanne begins to speak, you feel a rush of energy and the passion of twenty-five years of intense customer focus packed into her five-foot frame." ----Vice President, Software Company "AT LAST, a presenter who was prepared to give practical tools to put into practice." "Fantastic session - very actionable information. First time I've left a session with action/next steps which are digestible, not just big picture." --Chief Operating Officer, Apparel Company "Jeanne is very clear with mega-energy!"--Vice President of Marketing, Financial Services Company "Jeanne Bliss provided us with clear direction and a practical roadmap to begin our journey to improve our customer experience. I continue to refer to Jeanne's book as THE BOOK - our Bible for Customer Engagement"! Jack Rawle, Senior Director - Customer Development, Johnson & Johnson Vision Care Partial Client list: Bombardier Aircraft Travels from: LA For more information or to book Patti Dobrowolski for your event, click here. Get AMPLIFIED! Contact us to learn how:
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