Thought Leadership Downloads


(Some of my “bag of groceries”)

flatgroceries-1As I mentioned on the CCO Coaching page, I’m 100% Italian, and grew up with two very Italian grandmas, both of whom I don’t think ever sat down with us at the dinner table. They hovered behind everyone’s chairs with plates of food, never wanting anyone to go away hungry. That behavior continued at the front door, where they wouldn’t let us ever walk away without a bag full of groceries.

When you connect with me, you’ll always get my version of that bag of groceries…extra service, extra information, extending time and calls when you need it. Your work is my work. What you sweat over, I sweat over. I’ve walked in your shoes and I know what this work and journey means to you. And I’ll be there with you every step of the way.

Here are the most recent tools I’ve assembled for you. My treat. I’ll keep on adding more as they are developed. As always contact me to let me know how I can help.

— Jeanne


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The Five-Competency Framework

From my new book, Chief Customer Officer 2.0: A visual summary and description of the five competencies to embed in your organization to build out your customer-driven growth engine. As part of coaching, we help you to customize and embed these five competencies.

The Chief Customer Officer Job Description

The most updated CCO Job Description, based on coaching CCO’s around the world and based on the 5 competencies.

Building a Culture of Belief Toolkit

From my book, I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad. One of the most important decisions of the beloved companies is that they decide to believe their customers and employees. This creates a relationship of trust that leads to growth uncommon to companies that compete on price and product alone. This toolkit helps you to embed ‘deciding to believe’ into your organization.

Manifesto by Jeanne Bliss: How to Remove Survey Score Addiction!

Manifesto by Jeanne Bliss: How to Say Sorry

The 2015 Customer Experience Outlook

Jeanne is a contributor to this collection of thought leadership ideas, assembled by Kerry Bodine, author of Outside In: The Power of Putting Customers at the Center of Your Business, and Doberman.

The Survival Guide to Customer Experience: The ROI of Beloved Companies by Jeanne Bliss

Jeanne is a contributor to this compendium by 20 customer experience executives, assembled by sprinklr.