Three Types of Services

Customer Bliss Services

Your work driving customer profitability and loyalty, to be successful, must become far more about organizational inspiration and change than about one-off tactics and silver bullets. It needs to be about leadership. It must be about how leaders require accountability. And it needs to focus on breathing motivation into the silos to work together and share a common set of metrics and outcomes with accountability to customer experiences and customer profitability.
 

Benefits of Working With Customer Bliss

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!
   

Three Types of Services

1. Coaching Customer Leaders

You need to drive this charge from inside the company…However sustenance, advice and support from someone who’s done the work is sure something I wish I had when I was in the trenches. Coaching provides the person assigned the “customer work” with ongoing customized ideas, inspiration, and tools for driving the work ahead and engaging the organization in the charge.

Coaching is done in the highly economical way of mostly via telephone conversations and email communication. We establish an annual service plan customized with the following options:

• Bi-monthly conversations.
  
  Quarterly review and course-correction. Tools made available in softcopy with coaching on their usage. One on-site four-hour workshop. Keynotes and other on-site meetings can customize the plan.

• Monthly conversations.
  
  Quarterly review and course-correction. Tools made available in soft copy with coaching on their usage. One on-site four-hour workshop. Keynotes and other on- site meetings can customize the plan.

• Quarterly conversations.
  
  Tools made available in soft copy with coaching on their usage. One on-site four- hour workshop. Keynotes and other on-site meetings can customize the plan.

• Preparing and facilitating the annual customer plan. May be combined with one of the plans above.

• Facilitating a review of past and present efforts and their impact. This includes conducting the “Reality Check Audit.” May be combined with one of the plans above.

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2. Driving Customer Accountability

While leaders believe in the focus on customers, their plates are so full that they don’t have the time to clearly spell out and direct the organization on where to take that “focus.”
Beyond an initial blast from the CEO, there is infrequent direction or inspiration across the ranks to keep people heading in one direction and working together. When there is communication about it, customer commitment is frequently referenced in vague, broad-sweeping terms.
In addition, the “customer work” is perceived to be layered on top of the “real work.” The customer mantra pales in comparison to the rigor of other areas of the operation where there is clarity on the work to be done and by whom. For example; there is a regular review of sales goals. Not so for the customer work. There is clarity on how to define and track sales performance…but nobody’s keeping score in customer-land.

We remove the mystery about what the organization should do when leaders say “go focus on the customer.” We help you to create reliability in what questions are asked, when, why and by whom.

• Customer Bliss will help you to establish a regular pattern of accountability and leadership priorities for managing customer experiences and customer profitability.

• We will help you to initiate Customer Accountability Forums, which will make it clear (finally) that people will get accolades for excelling in this area.

• You will, once and for all, have the ability to get the customer work on the agenda in a real and meaningful manner—rivaling, yes, even the quarterly sales goals.

Each plan will be customized. The items listed below are the most common areas to address in engaging leaders, defining a path and creating reliable accountability. We will begin this work through understanding and evaluating what you’ve done and tried, and then can create a go-forward plan that makes sense for your organization and leaders.

• Determining the Leadership Platform for Driving Customer Profitability

• Evaluating Past Efforts, Your Power Core and Determining What Path to Follow

• Engaging the Leadership in Participating in the Customer Profitability Mission

• Creating Your Organization’s Roadmap for Managing Customer Experiences and Profitability

• Establishing Accountability Forums

• Creating Your Leadership “Talk Track” for Customer Profitability—Listening and Messaging That Will Mean Something to Your Organization

• Kick-starting Your Effort with the Guerilla Metrics (link to CCO toolkit page)

• Developing the Annual “Customer Plan”

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3. Establishing the Chief Customer Officer Position

After consulting with us or reading Chief Customer Officer, you may decide your company needs to appoint a CCO of your own. Jeanne will help you identify and screen potential candidates for this critical, complex, and very rewarding job. She also offers intensive, personalized coaching services to help the CCO learn his or her new role, win buy-in from the rest of the company, and tirelessly work to integrate the “customer first” mindset in the DNA of your organization. Services include:

• Diagnosing Your Company’s Need for a Chief Customer Officer

• Ensuring Cross-Company Leadership Advocacy for the Role

• Defining the Chief Customer Officer Position and Competencies

• Guidance and Support in the Selection Process

• Introducing the Chief Customer Officer into Your Organization

• Creating the Critical CEO / CCO Partnership for Driving the Agenda

• Success Tracking for the First Six Months

• Creating the CCO and CEO Roadmap

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