To grow your business, and become a company customers and employees love, you need to unite your business, from your customers’ point of view. You need to demystify the roadmap and the work involved. And you need to establish regular accountability that is operationally relevant. These solutions and products for developing customer loyalty will show you how to improve customer experience and help you get past what's eluded you in the past from delivering a united and purposeful experience to your customers
Developed from Jeanne’s 25 years as the customer champion for five CEO’s, and adapted from her book, “Chief Customer Officer,” they will help you address how to lead and support a customer experience transformation in your organization. To learn more about how CustomerBLISS can be your customer experience consultants, Contact Jeanne.
The Reality Check Audit
Are you hearing lip service? Or seeing action?
Fill out the form here and we will send you a downloadable PDF of the Audit with our compliments. (It also appears in its entirety in Jeanne Bliss's book, Chief Customer Officer.)
Conduct the Reality Check Audit:
Find Out How Much Rock-Pushing You've Got Ahead of You.
Think of this Audit as your "to do list." It's a great way to get the lights turned on inside your corporate machine on how much work this "customer stuff" takes. Use it to set expectations and to plot out your priorities.
Frequently, the most challenging part of this work is managing expectations about the scale of the work required to drive the company together to manage customer relationships and profitability. Then there's the matter of gaining alignment about just how much you've done and how much there is left to do.
The Reality Check Audit is meant to help you with this challenge. It is comprised of 56 questions covering seven dimensions necessary to build a customer ecosystem inside your corporate machine. These dimensions are:
Need to Duct Tape Your Customer Experience Together?
You probably do. Here's the information you need to forge ahead.
Cheif Customer Officer Duct Tape:
Customer Leadership Coaching
Drive past the morass of politics and profusion of reasons why the customer work just isn’t getting done.
Customer Bliss helps leaders and their companies transform thinking by bringing the silo-based operations together to understand the customer perspective.
- We help you gain consensus on the desired experience and required hand-offs for optimum performance—and ultimately, quantify, prioritize, and overcome the issues creating a chasm between your company and its customers.
- For example, knowing your company Power Core is a critical first step to understanding and framing the scale and scope of this work within your organization.
- What you’ll get is straight talk, no-holds-barred thoughts on what’s getting in your way and field-tested approaches for engaging your organization to get on with the customer work already!
The goal of this coaching process is to “teach you to fish;” to help you stage and drive the customer experience work inside your organization and achieve results. I am behind the scenes, giving you the tools and support to drive the action forward. However, you are doing the work inside the organization with your resources. As a result, a new set of skills is transferred to you and your team, so that you can lead your organization through the stages of the customer experience roadmap customized to your business. This very operational approach resonates with the organization, and immediately takes the work from something that sounds conceptual to actions people can be held accountable to.
Customer experience leadership coaching is customized for each client based on where they are in their customer experience journey, the state of their organization, and leadership commitment. More detailed information about the coaching process is outlined here:
Over the past few years Bombardier Aerospace has been on a journey to improve customer loyalty. Until we engaged Jeanne to help us, we had lots of activity and were expending a great deal of energy, but were not making any progress. Jeanne's experience and insight was the key to developing our overall strategy and to getting us focused early on what is important in our change program. As a result, our customers enjoy a measurably improved experience with our company and we are getting better every day. Thank you Jeanne!
James Hoblyn
President, Bombardier Customer Services & Specialized and Amphibious Aircraft
Bombardier Aerospace
Jeanne's "coaching" approach breaks the traditional consultant approach. It allows me as a client to be sure that we are getting the best value for the dollars I have to spend; assures that we are driving the project; and focuses the use of Jeanne's expertise in the areas we feel she will add the most value. The results have fully met our expectations!
Dan Edge
VP-Operations and Government Programs
Dean Health Insurance
Jeanne,
You provided us with clear direction and a practical roadmap to begin our journey to improve our customer experience. I continue to refer to “Chief Customer Officer” as THE BOOK - our Bible for Customer Engagement"!
Jack Rawle
Vistakon, Johnson & Johnson Vision Care
We were pleased to work with Jeanne in taking our NPS program to the "Next Level". We had been conducting a NPS customer loyalty program for three years with some success, but had not previously done customer loyalty surveys. Jeanne came in and intimately learned where we were in our NPS program. She helped us to identify our major issues, and then gave us a clear road map of what we needed to do in the short term as well as helping us with our strategic direction. This was done through coaching a cross functional team, and helping us develop the tools to have a self-sustaining process for improving customer loyalty. She was extremely effective and flexible in meeting our needs.“
Raymond Gladden
Vice President of Operations
CAROLINA BIOLOGICAL SUPPLY COMPANY
