Jeanne Bliss
AUTHOR

Jeanne Bliss

Customer Service Workplace & Organizational Behavior Business
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Jeanne Bliss is not an observer of how businesses grow through customer focus and experience - before writing and speaking on the topic - she pioneered practices for how to do this work for 25 years. Reporting to the CEOs of Lands' End, Microsoft, Allstate, Mazda and Coldwell Banker corporations - she held the very first customer experience or chief customer officer role within those organizations. She learned how to push the customer rock up the hill by having it strapped to her own back - where she learned the skills to transform a company to earn the right to growth - by improving customers' lives. And in doing so, has become one of the chief architects of the customer experience movement. As a result of her background, Jeanne has an unparalleled ability to guide with relevance and impact - how exactly to do this work - as only one who has lived it can. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations inside five major US corporations, moving the customer to the strategic agenda, and redirecting priorities to create transformational changes and customer-driven business growth. And since 2002, has guided leaders around the world as a coach to every business vertical on how to lead differently - to honor customers and employees at the end of their decisions. Jeanne is the author of the groundbreaking book, “Chief Customer Officer” (Jossey-Bass, 2006): the first of its kind to address the role of the customer leadership executive. It quickly became a bestseller and has been translated into eight languages. Her second book, “I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad,” (Portfolio, 2001) was also a bestseller and translated into five languages. Her third book, “Chief Customer Officer 2.0” (Wiley) is a staple and highly sought resource for customer experience professionals everywhere. Her fourth book, "Would You Do that To Your Mother? The "Make Mom Proud Standard For How to Treat Your Customer" is Bliss' gift to leaders, service and CX practitioners, to make the work she has pioneered achievable and actionable - from every level of the organization. Jeanne is a highly sought after speaker, keynoting high profile conferences and corporate events. She has spoken for speaking clients such as Intuit, Pella Windows, Staples, Activision, MetLife, Zappos, and AARP, and has appeared in major media outlets such as Nasdaq, Fast Company, Forbes, MSNBC, The Associated Press and The Conference Board. She is the co-founder of the Customer Experience Professional's Association.
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