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Jeanne Bliss

Jeanne Bliss

Chief Customer Officer for Lands End, Mazda, Coldwell Banker and Microsoft, and Allstate Corporations

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Price range

  • $15,000 - $20,000
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Expert

  • Business
  • Business Growth
  • Customer Service
  • Female Speakers
  • Leadership
  • Marketing/Merchandising
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  • About

    Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. 

    She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne Bliss guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

    Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, 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.

    Her ability to effectively guide leaders and companies to earn customer-driven growth is based on these experiences as a practitioner for over 20 years working across organizations to unite the C-Suite and organizational silos.

    Jeanne is also the author of the groundbreaking book, “Chief Customer Officer” (Jossey-Bass, 2006). The book was the first of its kind to address the role of the customer leadership executive. It quickly became a bestseller and has been translated into eight languages. Her second book, “I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad,” (Portfolio, 2001) was also a bestseller and translated into five languages. Her latest book, “Chief Customer Officer 2.0” (Wiley) was published on June 15, 2015.

    Jeanne is a highly sought after speaker, keynoting high profile conferences and corporate events. She has spoken for speaking clients such as Intuit, Pella Windows, Staples, Activision, MetLife, Zappos, and AARP, and has appeared in major media outlets such as Fast Company, Forbes, MSNBC, The Associated Press and The Conference Board.

  • Videos
  • Program

    Keynote | Educational | Humorous | Motivational

    In this keynote or workshop, I take you “behind the scenes” into the decision making that happens inside beloved companies. Discover the five common decisions they make and put into practice that makes them immune to the competition and thriving, in good times and bad. Learn how their culture is their growth engine, and the impact of their uncommon decision-making. Then, through this session, begin the process to understand how your decisions and actions have created your culture. Understand its impact on your customers, on your employees and on your business growth and prosperity. Become a Beloved and Prosperous Company.

    Adapted from Jeanne’s Book: I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad.

    Keynote | Educational | Humorous | Motivational

    Just how do you go about building a customer-centric company? How do you earn the right to growth, by improving customers’ lives? In this keynote or workshop, Jeanne Bliss demystifies how you can successfully lead a customer experience transformation. Built around her five-competency framework that has launched and advanced the customer experience transformation in businesses around the world, Jeanne will navigate you on embedding these competencies to get into action quickly with a united leadership team. And will show you how embedding them will shift your business intent toward earning the right to growth by improving customers’ lives. She will also share some of the over 40 interviews conducted with CCO’s around the world and how they are bringing these competencies to their organizations.

    Adapted from Jeanne’s Book: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine

    Keynote | Educational | Humorous | Motivational

    There are so many interpretations leaders have about what customer experience is, and how to do the work. This engagement aligns and unites your organization, clarifies the work and enables them to commit to a customer experience commitment, completely informed of the work ahead and their required involvement. Covering the topics below, please contact Jeanne to book this service. We will cover:

    • The 5-competency framework to build your customer-driven growth engine.
    • What customer experience transformation requires of leaders.
    • Workshop: Auditing the current state of your customer experience.
    • Workshop: Reality Check Audit of your current state performance in the 5 competencies.
    • Deciding on the best path ahead for your company.

    Keynote | Educational | Humorous | Motivational

    This is a deep dive into Customer Leadership Competency 5: One-Company Accountability, Leadership & Accountability. In this session, leaders begin building a framework for customer-driven decision-making throughout your company. This begins with establishing your “Clarity of Purpose” for the business: why the company exists, and how it operates to improve customers’ lives. Guided by the stages of your customer journey to add operational reality and granularity, leaders then work out by stage, a first draft of your “code of conduct”: what you must always do for customers and employees by stage, and what you will never do by stage of the customer journey. Pre-work includes the culture audit of leadership behaviors from “I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad.” For this service, please contact Jeanne.

    • Pre-work: Culture Audit of leadership behaviors, with results presented to leaders.
    • Keynote: The five decisions made by beloved and prosperous companies.
    • Workshop: Customer Experience Clarity of Purpose and Code of Conduct.
    • Takeaway Action: Leadership “recipe cards” to prompt early & united C-Suite actions.
    • Takeaway Action: Start a “Kill a Stupid Rule” movement to honor customers & employees.
  • Review
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    “Jeanne Bliss is a gift to Chief Customer Officers. She brings a practical understanding to the aspiration of leading an organization toward customer-centricity.”

    Eli Lilly and Company Joe T.
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    “If you are looking to light up a couple thousand people with the value of doing what is right for your customers, look no further. Jeanne Bliss has that most rare talent – she is an operationally driven visionary. She’s a bottle-rocket wrapped inside a book of customer wisdom.”

    Punch Tab Mike M.
Jeanne Bliss is a gift to Chief Customer Officers. She brings a practical understanding to the aspiration of leading an organization toward customer-centricity.
Eli Lilly and Company Joe T.