Jeanne Bliss is not an evangelist or observer of companies; she is a customer experience expert
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 loyalty 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 loyalty & 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 commitment into business operations.
Is America's only weekly radio program focusing on advertising, media, marketing, sales and customer relations. Hear Jeanne’s weekly podcast:
The Conference Board Review is the quarterly magazine of The Conference Board, the world’s preeminent business membership and research organization. Read the article "Too Many Chiefs Spoil the Company", featuring Jeanne.
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Is the resource for companies who embrace the Net Promoter methodology. Jeanne has been asked to be a regular contributor. View her posts here.
Is one of the most favored blogs for marketers. Jeanne was picked as one of their very first. View her posts here.
Jeanne talked about her upcoming keynote presentation at the Word of Mouth Supergenius Conference on July 20th, 2010. Click here to listen.
Jeanne is mentioned in this Fast Company Expert Blog. Click here to read.
Jeanne speaks about the role of Chief Customer Officer. Register and read the article here.
The British Airways’ Face-to-Face program helps small businesses grow their company by putting them in front of potential customers, partners and distributors. The Face-to-Face blog is an integral part of this program, and Jeanne will be a regular contributor. View her posts here.
Customer Service, 2010 Style – Jeanne is showcased addressing the question: What do today’s customers want?
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I'm third of seven passionate Italian kids raised in Chicago land. Growing up, my dad owned a BUSTER BROWN shoe store and each of us worked there, running into the stockroom for shoes, ringing the register and unloading boxes.
We learned first-hand at that little store about humility and grace in business...watching Dad put the first pair of shoes on generations of kids' feet. Even took my turn wearing a Buster Brown costume - walking up and down the streets of downtown Des Plaines, Illinois in a wool costume and blonde pageboy wig handing out balloon in the hot sun. Inside, that's still who I am; Jeanne Marie Theresa Lombardo.
In the early years of my career, I was fortunate to join Lands' End. Working alongside founder Gary Comer and the leadership of Lands’ End, we created a service culture and customer experience not so far from what I learned at my Dad’s store. We harnessed a set of principles and put them into action to run that business. Those early decisions and actions grew Lands’ End into a prosperous company. They made Lands’ End a service beacon. After Lands' End my goal was to work in different types of organizations, each time, taking up the gauntlet to champion the customer work with the company President and across the organization to unite them to deliver an experience that would grow their business. It was an amazing journey, not without its set of bumps, twists and turns. I’m proud to be one of a handful of people who has led customer loyalty efforts for over 25 years inside America’s top corporations.
Now running CustomerBliss, it is my privilege to coach leaders on how to wrap their company’s focus around customer profits. In this capacity we work with companies across their organizations providing tools and support to unite company efforts in delivering customer experiences that lead to business growth. Every company needs a path customized for them to drive customer focus that is sustainable and wired into their DNA. It would be my honor to help you on your journey.