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Jeanne Bliss

Preeminent Authority on Customer Service; Only Person Ever to Serve as Chief Customer Officer for Five Major U.S. Corporations

Jeanne Bliss is a leadership and customer experience advisor and keynote speaker who inspires the worlds’ most beloved companies to earn growth and admiration through their elevated business practices and the humanity of their people.

For over 35 years, Jeanne has led companies to earn business growth. As the inaugural Chief Customer Officer at Lands’ End, Coldwell Banker, Allstate and Microsoft Corporations, she led the achievement of over ninety-eight percent retention rates. As a strategic advisor, she’s guided over 20,000 leaders on using her 5-competency framework proven to achieve customer-driven growth. As a keynote speaker, 1,500 of the world’s largest companies have asked her to address their audiences on how to elevate their position with customers and in the marketplace.

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How Will You Be Remembered?

Jeanne learned about humanity in business by watching her Dad in his Buster Brown shoe store in Des Plaines, Illinois.  He “shoe’d” a generation of children, and their children’s children, and the memory of his care for not only for the tiny little feet, but for moms and legions of families he cared for over the years, earned him a place in the story of their lives.  So much so, that when he retired a line of people THREE-BLOCKS LONG stood to tell him how buying shoes would never be the same. The foundation of “Experience” is MEMORY creation. The admired companies start here. They focus on how their people, actions and overall behavior of their company establishes how they’ll be remembered. Knowing how you want people to remember you, building how you will deliver those memories, and then living those characteristics and behaviors yields what Jeanne Bliss describes as prosperity of the human spirit and financial prosperity.

In this keynote the audience will learn both the art and science of delivering memories that will make people stand in line for your experience, your product and your people. Learn how to make memory creation the currency of your brand, and how to elevate your company to delivering moments that pull people toward you and make your people into MEMORY MAKERS.

5 Leadership Steps for Living the DNA of “Experience”

Just HOW do you go about earning customer-driven growth? What’s different about leadership, motivation, communication and accountability in a transformed “customer” company….and how do they get there?  This keynote will answer those questions and demystify that path for you.  It is based on Jeanne’s 25 years as a Chief Customer Officer, her experiences coaching over 20,000 executives the content in her seminal book, Chief Customer 2.0 and her Podcast interviews with over 200 Global Chief Customer Officers.

In this keynote, Jeanne outlines her 5-steps necessary to successfully lead a customer experience transformation. She will guide you on embedding these competencies to get into action quickly with a united leadership team, outlining her five-competency framework that has launched and advanced the customer experience transformation in businesses around the world.

Show the Best Version of Yourself to the world

“Experience” without HUMANITY is just a bunch of tactics. This keynote is a fast-track lift-off for your customer experience efforts inspiring your audience to include the often-overlooked critical element of transformation: understanding the human at the end of your decisions.  The most admired companies who earn ardent admirers and organic growth angst over who these people are, how they live their lives, and understand their goals. They build respect, honor and trust into their operating model and with their people. And they are celebrated for how they show up as people, and for the care, the thoughtfulness and the humanity that they have woven into their operating model.

In this keynote, adapted from Jeanne’s book, Would You Do that To Your Mother?!, you work with Jeanne in collaboration to customize your content for your audience.  Together you select the case studies in each of the four areas that define the lives of their customers. As a result, your audience will receive a path for actions they can take immediately, often with very little investment, rather than a shift in attitude and commitment to act. This is a fast-paced and uplifting ride of the reality of the lives of our customers, blended with turning on “aha!” moments to get people motivated and moving.

That Raise Up a Company and Its People

“Experience” in its purest form…is Leadership BRAVERY.  It is Leadership Bravery in making choices that enable your people to rise. It is clearly knowing and living conscience-led decisions about what you will and will not do, to grow. It is leaders who model behaviors honoring customers and employees – that everyone can model across your entire organization. And it is honoring customers’ lives in how you enable them to achieve their goals, make them feel honored and respected, and in the end…earn their admiration for how you conduct yourself in business, and for the kind of people you are. This yields what Jeanne Bliss calls “Admirable Growth.”  This growth fuses people to you. It raises your employees and it elevates your company in the marketplace.  It establishes the legacy for how you’ll be remembered.

In this keynote learn the 5 key acts of LEADERSHIP BRAVERY that drive this powerful type of growth few companies achieve.  Travel with Jeanne as she guides your audience on a tour of the behaviors and actions of leaders where entire companies who are freed, celebrated and guided to follow a course that raises the spirit of their people and elevates them to do more and achieve more than their competitors. And learn how you can find your path to this type of admirable and prosperous growth and legacy.

An unplugged conversation on creating the best version of your organization

Audiences love nothing more than authentic, transparent, real-time talk about the issues that are shaping their work and their lives. Since 2002, Jeanne has guided over 20,000 strategic conversations with leaders in almost every business vertical to better understand their customers’ experiences, and the value of knowing that improving lives should be at the core of every company’s mission. Bring your audience into this idea-rich conversation between Jeanne and one of your leaders, to explore the opportunities that each person in your organization has to improve the lives of your customers, and ultimately inspire customers to become the army that makes your organization known and beloved in the marketplace. If you are already doing a keynote with Jeanne, it’s her pleasure to add this in as her gift, time-permitting.

Biography

Jeanne Bliss’ journey to this work came early in life. Growing up in Des Plaines, IL, she learned about humanity in business by watching her dad in his Buster Brown shoe store. He guided young moms to the first pair of shoes for their little one’s feet. Over forty years, he “shoe’d” a generation of children, and their children’s children, and he became a part of their lives. So much so, that when he retired a line of people THREE BLOCKS LONG stood to say good-bye. Buying shoes would never be the same. He had earned a place in the story of their lives. How will you be remembered?

Jeanne Bliss pioneered the Chief Customer Officer position, holding the role for over twenty years reporting to the Chief Executive Officer at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations, where she moved the customer to the strategic agenda, redirecting priorities to create transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. Since 2002 Jeanne’s led CustomerBliss, a preeminent customer experience consultancy guiding companies to achieve customer-driven growth. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and develop customer experience practitioners. Her best-selling books are Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad (2011). She is a worldwide keynote speaker sought frequently by major media for her point of view.

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