CFD 459 – Creating The Ultimate Customer Experience

July 26th, 2018

Jeanne Bliss is Founder and President of Customer Bliss and Co-Founder of The Customer Experience Professionals Association. She is the bestselling author of Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine and the new book WOULD YOU DO THAT TO YOUR MOTHER? The “Make Mom Proud” Standard for How to Treat Your Customers.

Podcast Highlights

  • Who is Jeanne Bliss?

Jeanne is the daughter of a man who owned a Buster Brown shoe store. In the course of selling shoes, Jeanne’s father became a part of his customer’s lives and people stood in a line two blocks long to say goodbye when he closed the store. He instilled the spirit of entrepreneurship in his children on the way.

Even when Jeanne was working in the corporate world, she was very entrepreneurial and her focus on the experience of the customer and the employees lead her to become the conscience of the company she worked for. She went on to work for Mazda, Coldwell Banker, AllState Corporation, and finally at Microsoft, all in roles with a similar focus on customer experience.

  • How does an entrepreneur deliver a great customer experience?

There are 32 practices that define our experiences as consumers. The new book divides these into four main categories and gives you the toolkits you can use to build a customer experience focused business. By bonding your employees to your business you reduce your labor costs.

You have to establish expectations before you begin. There needs to be an explicit understanding of the two way trust involved in the customer experience. The disconnect occurs when the customer doesn’t understand the process because there is usually a gap between what customers expect and what they actually get.

Be deliberate with what you want people to feel and think about the experience you want to deliver. Start with the life experience instead of chasing the score. Memory creation is the currency of your brand.

How are you measuring customer love? Track and measure how many customers are coming back and those who are never returning.

You need to earn the right to grow.

Do you hire and develop people who you trust to create memories or do you hire people who only execute processes?

When customers come at you, it’s because they feel like they have been disrespected or unappreciated.

Reference: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine, Jeanne Bliss

  • Jeanne’s Takeaway

Go on Amazon and buy the book, connect with Jeanne on LinkedIn, read the book and if there are ten people who are interested, Jeanne will do a book huddle. Pick one thing to work on, not ten things to work on. If you try to do more than one thing at a time it will implode.

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