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Real world, straight talk, and realistic ideas from Customer Experience Leaders around the world.
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Check Out The Latest Episodes:
In a six-year CCO run, what should you be trying to achieve each year?
How do you assess the CX work to be done in a massive organization?
Exploring cross-functionality at Hallmark.
How a relationship with the rest of the C-Suite can drive business outcomes quickly.
A discussion on capabilities and quick wins.
Understanding the financial implications of an over-focus on customer acquisition at the expense of customer retention.
How can a first 12 months in a CCO role be most impactful?
The importance of honoring the past in your organization as you try to build out your future.
Interesting to see how other, more traditional department heads are now transitioning into CCO work.
Catherine, a VP in the Ad/Commerce space at Google, has held similar roles at Citrix and DocuSign. She brings a wealth of experience to this episode.
How do you engage your senior leadership team around the idea of CX linking back to financial growth?
Digital completely shifted retail, and experience replaced product. What does that mean for a CX leader, tho?
Lessons from designing the experience at places as varied as the Calgary Stampede and a radiology clinic.
Because of tech/data/change management, the role of CMO is changing a good deal. What does it look like now, and where's it headed?
Peloton is up to about 400,000 members in two-three years of selling bikes. How is that member experience scaling?
A three-stage process (repeated in perpetuity) to change how your customers experience your brand.
Horse racing actually can teach many B2B marketers, CCOs, and event planners a whole host of lessons.
Defend the customer, not the process.
Included: scaling customer experience from 17K customers to over 100K.
Identify "the big rocks."
A podcast to discuss where, and how, United moves on from their incident.
Anne Herman has a little over 2,000 people in her headcount space, across four continents. How does she manage that?
One of the original developers of Net Promoter Score joins the podcast.
What does the customer experience side of managing flight attendants look like?
A lot of people don't enjoy the airport experience, especially within business travel. How is one professional trying to make that better?
An interesting discussion on how a CCO role evolves across a half-decade.
How does one go from being a technical writer to being a CCO?
AARP has 38 million members. How do you engage them all as customers/stakeholders?
How do you make sure that trust is being retained within a hyper-growth, mission-centric business? Mary Winfield of Lyft comes on the podcast to tell us.
The media segment is beginning to embrace the CCO as a role, and now we get to speak with one!
Human Duct Tape Show podcast interview with Karen Quintos, the EVP and CCO of Dell Technologies.
Scott came to the CCO role from HR, which is different -- but actually makes a ton of logical sense.
I get a six-step plan to a customer-driven growth engine from the head of the process for Volkswagen Australia.
Tom Allin worked in the Veterans Affairs department (appointed by Obama, in fact) after a long career in the food industry, including being a Managing Director at McDonald's. How do all these experiences vary? How are they similar? An interesting discussion with an interesting man.
I did 32 episodes of the podcast we all launched this year (more to come). What have my guests taught me?
Included: a new way to think about net promoter score.
How to smash down silos and earn the right to business growth.
What should the first 40 months of CCO work look like -- and what roles best prepare you for it?
Donna Peeples was CCO at AIG (huge company) and now works at Pypestream (startup). Across two very different roles, what are the crucial components of customer-facing work?
"Should I stay or go," CCO-style.
Why Year 4 might be the make-or-break for some CCOs.
A very different kind of customer experience gets delivered in this episode.
When you have 40 million customers who all essentially became customers in an effort to improve their own lives, that's a big commitment. Here's how Brenda Wensil handles it.
The importance of priority and focus in directing CCO work, with a man who would know.
Hilton Worldwide has 300,000+ employees and dozens of executives. How does one unify that context for customer-driven growth?
A three-month roadmap to begin earning the right to do this work.
How to simplify a complicated business model with a 10-point plan.
Your job-evaluating, CCO-hopping guide to customer experience work.
How does the head of customer experience at McKesson Medical Imaging go about leading customer success in that business unit? And away we go!
Darryl has led CX at a variety of companies, and his advice is both hard-earned and, frankly, joyous. I'm excited for you all to hear this interview.
What are the challenges of customer experience work in a family-owned business? We discuss with Dave Nelson of Armstrong Relocation and Companies.
A former journalist becomes one of the primary CX leaders in the federal government. What did the transition and evolution look like?
One of the longest-tenured CCOs in the tech industry, who works for one of the biggest companies in said industry, joins me for an enlightening conversation.
Renee Cacchillo of Safelite talks to me about leadership accountability, using data properly, road mapping, and caring about your people.
General Motors is a massive company. Dave Mingle entered a major CX role there -- and the job title was brand-new. How did he work towards embedding customer experience around so many long-entrenched silos and pre-existing business ideas? That's what we discuss in Episode 13 of my podcast.
Anthem realized 70 percent of their future growth might come from customer choice and experience. That was a lot of money on the table. What did they do first?
One of the core leadership team from Zipcar, now at M. Gemi, Mottla runs down the biggest customer experience lessons for start-ups.
CCO work can be challenging in any context. What happens in a privately-held company, where one family may have owned it for decades and employees are used to one specific way of approaching customer experience?
Parrish Arturi of Fidelity Investments joins me to discuss engaging middle management, embedding the right vocabulary with other executives, and understanding voice of the customer as you attempt to drive customer experience across the business as a revenue growth tool.
Aisling Hassell, the global head of customer experience for Airbnb, joins me on the 8th episode of my podcast. We talk a lot about scaling -- both culture and customer experience -- as well as navigating one's career path.
I talk with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience.
How a high-powered marketer came to help revolutionize the library system of Ohio's capital.
A great conversation with Mark Ramsey of Audi on how to drive organic customer growth, how to build a CX team, how to manage both B2B and B2C commitments, and much more.
The Smithsonian is a series of 19 museums, all with different focal points. How do customers (guests) move through that experience seamlessly? Samir Bitar has been working on aspects of that question for a decade. I talk to him about guiding the work properly.
I speak with Scott Dille of Northern Trust on his unusually broad Customer Executive Leadership role, and his path for leading and experience transformation. We also discuss his innovative Northern Lab human-centered design experience, and how to gain traction with human voice of the client work.
In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual, about her unusual path from Chief Financial Officer to Chief Customer Officer. We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work.
I speak to Martin Hand, who's currently CCO of St. Jude but previously held the same role at United Airlines. What's the difference between customer (or donor)-facing work in non-profit and for-profit? He explains. (Hint: It's not as big as we think.)
Jeanne appeared on the MarketingSmarts podcast in early April 2016 to discuss the value of building your business organically through customer experience. And she also reveals her soon-to-be-released podcast!
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About Jeanne
Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer.
A consultant and thought leader, Jeanne Bliss guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.
Read More About Jeanne Bliss ›
About This Podcast
Chief Customer Officer: Human Duct Tape of the Organization
Jeanne Bliss, five time Chief Customer Officer and author of “Chief Customer Officer 2.0” is joined by CCOs around the world as they share how they gain traction in transforming their business, leaders and operations.
Join us to learn the leadership practices from C-Level Customer Experience executives at Airbnb, Walgreens, Audi, Premera, The Smithsonian Institute, Barney’s New York, and Adobe among others. They will fearlessly share with you what works...and what doesn’t work as we debunk this role, why it’s not about ”Kumbaya", but rather how the Chief Customer Officer is acting as the human duct tape of the organization - uniting companies to earn the right to customer-driven growth.