Issue 131 - 02 | The Customer Room: Grow Your Business by Improving Customers’ LivesBy Jeanne Bliss
Published July 8, 2015 10:00 a.m.
Building a customer room to step leaders and the organization through your customers’ lives and walk in their shoes monthly, quarterly, and annually is one of the most robust actions you can take to align leaders and drive customer-driven action. It engages leaders personally in customers’ lives and unites them to make decisions. It establishes an accountability forum that transcends most governance meetings on the subject, where projects are reported but engaging in understanding and improving customers’ lives is not always built-in.”
About Jeanne Bliss | Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. She is now the President of CustomerBliss, where her clients include AAA, St. Jude’s Children’s Hospital, Johnson & Johnson, The US Postal System, and Brooks Brothers. She is the bestselling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action and I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad. Would You Do That to Your Mother? is Jeanne’s fourth book.http://www.customerbliss.com/
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