"You can operationalize empathy." - Jeanne Bliss

Welcome to episode 23 of The CUInsight Experience podcast. Hosted by Randy Smith, co-founder and publisher of CUInsight.com. Today’s guest is Jeanne Bliss the founder and president of Customer Bliss and the co-founder of the Customer Experience Professional Association. She is one of the foremost experts on customer-centric leadership and the role of the chief customer officer. She is a consultant and thought leader. She guides C-suites all over the world toward earning the right business growth by improving customer lives. She is also an author, podcaster, and blogger. 

We recorded this episode prior to Jeanne’s presentation at the CO-OP Think Event and start our conversation discussing business in general and redefining the customer service model. She explains the difference between customer service and customer experience. Rather than focusing on your key performance indicators and how the customer factors into the numbers, give customers what they need and your KPI will show the impact. 

Traditionally, the number of incoming new customers are indicative of success. Instead, Jeanne says that businesses should focus on net growth. Having 50 new customers means nothing if 35 existing customers no longer do business with your organization.

Jeanne’s new book Would You Do That to Your Mother discusses making business personal. Business leaders need to see their customers as human rather than as metrics. Empower employees to make decisions in the moment of conflict to take care of the customer. Your employee will feel like a partner in the business, and your customer will feel heard.

Listen today to learn how customer experience should drive business decisions and employee engagement. We talk about Jeanne’s path through various corporate positions and creating the customer experience process and position. 

How to find Jeanne:

Jeanne Bliss

Founder & President of Customer Bliss

Co-Founder of the Customer Experience Professional Association

[email protected]

www.customerbliss.com

Twitter | LinkedIn | Podcast 

Show notes from this episode:

Conferences mentioned: CO-OP Think Event
Book mentioned: Would You Do That to Your Mother - Jeanne Bliss

Company mentioned: Alaska Airlines - We Trust You Toolkit case study

Company mentioned: Land’s End

Shout out: Gary Comer

Company mentioned: Mazda Motors of America

Company mentioned: Coldwell Banker

Compa