Featured Articles

Do You Enable Service Delivery?

by Jeanne Bliss on December 18, 2014

in Customer Experience Toolkit

Enable Service Delivery for the Front Line

How your company takes action and how you stitch the actions together makes a huge difference for the front line. You need to know if there is a chasm in perception of commitment and action as you move forward in the customer experience work.

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Skills that Bridge Execution Chasm

There are skill sets specific to driving culture change that need to be present when doing this customer experience work. The lack of these six skills comprises the execution chasm.

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Product Power Core

Great sales organizations have perfected the way to get customer feedback efficiently into the pipeline and know how to turn it into actionable steps. However, the connectivity between the sale and the overall customer experience can be an Achilles’ heel. The company needs to commit to customer retention, not just acquisition.

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For the small business owner - track customer issues

On a regular basis, sit yourself down with the frontline and ask them to identify critical issues are. Do more than listen, write down the issues and assign someone to take care of the major ones. Personally reach out to customers to understand at a greater level of granularity just what is happening, so you know exactly what to do and then fix the issues.

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Is Technology Your Power Core?

by Jeanne Bliss on December 4, 2014

in Know Your Power Core

When IT is the Power Core

The great vulnerability is in the decision-making process to determine a priority. Most processes for getting IT funding aren’t comprehensive to the point of seeing how the pieces connect to form the business. There is no glue bringing the silos together to connect the operations.

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Listen and then Repeat

by Jeanne Bliss on December 2, 2014

in Customer Experience Toolkit

CX Competency 3 - Customer Listening

Listening to customers is how you get the granularity of information to understand what customers need. Customers provide the details. Your job is to listen.

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CCO Coach_experience reliability

Your ability to be there and deliver experience reliability gives your customers a story to tell in social media. Make the moments of truth a positive story that your customers can tell others.

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CCO Customer Leadership Aptitude #1 - Revenue = Attention

Customer growth and profitability metrics must be connected clearly to customer experience to gain executive and board support, and to warrant the investment of people, time and financial resources. To make this case, spend the time to understand the different accounting methods throughout the company.

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Worth Repeating: Are You There for Customers?

by Jeanne Bliss on November 18, 2014

in Decide to Be There

Decision to Be There_Jeanne Bliss - Customer Bliss

The interactions customers have with a company prove how much thought and planning were put into these key touch points. Reliability fuels customer stories about experiences with the companies they love.

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Let the Front Line be Human

by Jeanne Bliss on November 13, 2014

in Decide to Be Real

Let the Front Line be Human

Let the front line be human. Give them the skills for listening and understanding, and help the frontline deliver to the customer based on the needs of the customer.

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