{"id":10947,"date":"2019-10-15T17:40:50","date_gmt":"2019-10-15T16:40:50","guid":{"rendered":"https:\/\/www.adrianswinscoe.com\/?p=10947"},"modified":"2020-02-14T10:19:55","modified_gmt":"2020-02-14T10:19:55","slug":"ceos-have-to-come-to-accept-that-cx-is-their-responsibility-interview-with-jeanne-bliss","status":"publish","type":"post","link":"https:\/\/www.adrianswinscoe.com\/2019\/10\/ceos-have-to-come-to-accept-that-cx-is-their-responsibility-interview-with-jeanne-bliss\/","title":{"rendered":"CEOs have to come to accept that CX is their responsibility &#8211; Interview with Jeanne Bliss"},"content":{"rendered":"<p><script src='https:\/\/play.pod.co\/punk-cx\/ceos-have-to-come-to-accept-that-cx-is-their-responsibility-interview-with-jeanne-bliss.js'><\/script><\/p>\n<p class=\"p1\"><span class=\"s1\">Today\u2019s interview is with Jeanne Bliss is the Founder and President of <a href=\"https:\/\/www.customerbliss.com\/\">CustomerBliss<\/a>, and the Co-Founder of The Customer Experience Professionals Association. Jeanne is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer and joins me today on the podcast for something different. Rather than conducting a straight up interview, we rummage around some of the big issues and challenges in customer experience right now in a short and punchy rant-off. We also talk a little bit about Jeanne\u2019s new book: <a href=\"https:\/\/www.amazon.co.uk\/gp\/product\/B074YL5DPP\/ref=dbs_a_def_rwt_hsch_vapi_taft_p1_i1\"><span class=\"s2\">Would You Do That to Your Mother?: The &#8220;Make Mom Proud&#8221; Standard for How to Treat Your Customers<\/span><\/a>. Hope you like it.<\/span><\/p>\n<p class=\"p3\"><span class=\"s1\">This interview follows on from my recent interview \u2013 <a href=\"https:\/\/www.adrianswinscoe.com\/agatha-nlu-and-turning-customer-support-agents-into-geniuses-interview-with-deon-nicholas-of-forethought-ai\/\"><span class=\"s3\">Agatha, NLU and turning customer support agents into geniuses \u2013 Interview with Deon Nicholas of Forethought.ai<\/span><\/a> &#8211; and is number 319 in the series of <a href=\"https:\/\/www.adrianswinscoe.com\/category\/interviews\/\"><span class=\"s3\">interviews<\/span><\/a> with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.<\/span><\/p>\n<p class=\"p3\"><span class=\"s1\">Here\u2019s the highlights of my chat with Jeanne:<\/span><\/p>\n<ul class=\"ul1\">\n<li class=\"li4\"><span class=\"s1\">Creating a great customer experience isn\u2019t just something you do, it requires a fundamental shift in leadership including how you choose to grow your business, lead your people and enable them to do the right thing. <\/span><\/li>\n<li class=\"li4\"><span class=\"s1\">However, for many organisations it\u2019s becoming just a checklist exercise.<\/span><\/li>\n<li class=\"li4\"><span class=\"s1\">That\u2019s creating lots of \u2018mechanics\u2019 or people that want to make money off of the rise in customer experience and, thus, too many are focusing on the mechanics, not the meaning of the work. <\/span><\/li>\n<li class=\"li4\"><span class=\"s1\">If this industry doesn&#8217;t start delivering results for the organizations that are buying into customer experience then we&#8217;ve got maybe 18 months before customer experience potentially gets put in the \u2018too hard to do\u2019 column and the industry goes the same way as CRM did about twenty five years ago.<\/span><\/li>\n<li class=\"li4\"><span class=\"s1\">Leaders, especially CEOs, have to take responsibility for delivering great customer experience. You can\u2019t delegate it to a function.<\/span><\/li>\n<li class=\"li4\"><span class=\"s1\">CEOs have to come to accept it as their responsibility. <\/span><\/li>\n<li class=\"li4\"><span class=\"s1\">To help achieve that CEOs also have to unite the C-suite.<\/span><\/li>\n<li class=\"li4\"><span class=\"s1\">If you don&#8217;t unite the C-suite, everybody comes in with a different version of the truth.<\/span><\/li>\n<li class=\"li4\"><span class=\"s1\">Success comes from taking a holistic approach and one that measures and manages net customer asset growth or loss. <\/span><\/li>\n<li class=\"li4\"><span class=\"s1\">There is an absolute truth that silos don&#8217;t organically unite.<\/span><\/li>\n<li class=\"li4\"><span class=\"s1\">Only managing for acquisition is not sustainable.<\/span><\/li>\n<li class=\"li4\"><span class=\"s1\">Customer service is the reactive response to a problem. <\/span><\/li>\n<li class=\"li4\"><span class=\"s1\">Customer experience is the proactive architecting of how you&#8217;re going to deliver value. <\/span><\/li>\n<li class=\"li4\"><span class=\"s1\">We should start with a directive of what we want the experience to be and that will help us line up our operations, people etc. to facilitate that.<\/span><\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s1\"><b>About Jeanne<\/b><\/span><\/p>\n<p class=\"p3\"><span class=\"s1\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft size-thumbnail wp-image-10950\" src=\"https:\/\/www.adrianswinscoe.com\/wp-content\/uploads\/2019\/10\/jeanne-bliss-150x150.jpg\" alt=\"jeanne-bliss\" width=\"150\" height=\"150\" srcset=\"https:\/\/www.adrianswinscoe.com\/wp-content\/uploads\/2019\/10\/jeanne-bliss-150x150.jpg 150w, https:\/\/www.adrianswinscoe.com\/wp-content\/uploads\/2019\/10\/jeanne-bliss-50x50.jpg 50w, https:\/\/www.adrianswinscoe.com\/wp-content\/uploads\/2019\/10\/jeanne-bliss.jpg 400w\" sizes=\"(max-width:767px) 150px, 150px\" \/>Jeanne Bliss is the Founder and President of <a href=\"https:\/\/www.customerbliss.com\/\">CustomerBliss<\/a>, and the Co-Founder of The Customer Experience Professionals Association.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands\u2019 End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company\u2019s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands\u2019 customer experience. 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 she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers\u2019 lives. <\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Her clients include: AAA, Johnson &amp; Johnson, Brooks Brothers, Bombardier Aerospace, and Kaiser Permanente. <\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">She is a sought after speaker and thought-leader and the author of three best-selling books.<\/span><\/p>\n<p class=\"p5\"><span class=\"s4\">Check out Jeanne\u2019s new book: <a href=\"https:\/\/www.amazon.co.uk\/gp\/product\/B074YL5DPP\/ref=dbs_a_def_rwt_hsch_vapi_taft_p1_i1\"><span class=\"s2\">Would You Do That to Your Mother?: The &#8220;Make Mom Proud&#8221; Standard for How to Treat Your Customers<\/span><\/a> and her podcast: <a href=\"https:\/\/www.customerbliss.com\/the-chief-customer-officer-human-duct-tape-show\/\"><span class=\"s1\">The Chief Customer Officer Human Duct Tape Show<\/span><\/a>.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Finally, say Hi to Jeanne on Twitter <a href=\"http:\/\/twitter.com\/jeannebliss\">@jeannebliss<\/a> and connect with her on LinkedIn <a href=\"https:\/\/www.linkedin.com\/in\/jeannebliss\">her<\/a>.<\/span><\/p>\n<p class=\"p2\"><span style=\"color: #ffffff;\">..<\/span><\/p>\n<p class=\"p2\"><span style=\"color: #ffffff;\">..<\/span><\/p>\n<p class=\"p2\"><em>Thanks to <a href=\"https:\/\/pixabay.com\/illustrations\/responsibility-duty-debt-conscience-1505940\/\">Pixabay<\/a> for the image.<\/em><\/p>\n<!-- AddThis Advanced Settings generic via filter on the_content -->","protected":false},"excerpt":{"rendered":"<p>Today\u2019s interview is with Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne is one of<span class=\"excerpt-hellip\"> [\u2026]<\/span><!-- AddThis Advanced Settings generic via filter on get_the_excerpt --><\/p>\n","protected":false},"author":1,"featured_media":10955,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":""},"categories":[22,172,6,27,14,15,297,21],"tags":[2594,2587,174,175,2588,2589,585,2593],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/posts\/10947"}],"collection":[{"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/comments?post=10947"}],"version-history":[{"count":0,"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/posts\/10947\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/media\/10955"}],"wp:attachment":[{"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/media?parent=10947"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/categories?post=10947"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/tags?post=10947"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}