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Build Your Customer-Driven Growth Engine — Jeanne Bliss

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

Published in: Business

Build Your Customer-Driven Growth Engine — Jeanne Bliss

  1. 1. Powered by 10 Insights to Build Your Customer-Driven Growth Engine
  2. 2. This presentation consists of highlights from the interview with Moe Abdou, founder & host of 33voices®.
  3. 3. 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 custom- er to the strategic agenda, redirecting priorities to create transformational changes to each brands’ customer experience. She has driven achieve- ment of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. Jeanne Bliss @jeannebliss Founder and President of CustomerBliss
  4. 4. The most consumer friendly companies empower their Chief Customer Officer to embed behaviors & actions that unite silo-based organizations in focusing on priorities in their customers’ lives. Their goals include: Insight #1
  5. 5. The most consumer friendly companies empower their Chief Customer Officer to embed behaviors & actions that unite silo-based organizations in focusing on priorities in their customers’ lives. Their goals include: Uniting the C-suite as leaders in the transformation Insight #1
  6. 6. The most consumer friendly companies empower their Chief Customer Officer to embed behaviors & actions that unite silo-based organizations in focusing on priorities in their customers’ lives. Their goals include: Establishing one-company definitions and goals for customer growth Insight #1
  7. 7. The most consumer friendly companies empower their Chief Customer Officer to embed behaviors & actions that unite silo-based organizations in focusing on priorities in their customers’ lives. Their goals include: Embedding competencies to improve and innovate experiences Insight #1
  8. 8. The most consumer friendly companies empower their Chief Customer Officer to embed behaviors & actions that unite silo-based organizations in focusing on priorities in their customers’ lives. Their goals include: Building a culture that begins with the lives of customers Insight #1
  9. 9. The most consumer friendly companies empower their Chief Customer Officer to embed behaviors & actions that unite silo-based organizations in focusing on priorities in their customers’ lives. Their goals include: Enabling employees to deliver value Insight #1
  10. 10. Insight #2 Companies that transform how they grow are deliberate about first improving the lives of their customers before earning the right to that growth.
  11. 11. Insight #3 The leaders who build customer-driven growth engines follow these five competencies:
  12. 12. Insight #3 The leaders who build customer-driven growth engines follow these five competencies: They honor and manage customers as assets, not numbers
  13. 13. Insight #3 The leaders who build customer-driven growth engines follow these five competencies: They align the organization to deliver valued customer experiences
  14. 14. Insight #3 The leaders who build customer-driven growth engines follow these five competencies: They build a customer listening path by defining what the customer values
  15. 15. Insight #3 The leaders who build customer-driven growth engines follow these five competencies: They focus proactively on experience reliability and innovation
  16. 16. Insight #3 The leaders who build customer-driven growth engines follow these five competencies: They unite one-company leadership, accountability, and decisions.
  17. 17. Insight #4 If you’re serious about enhancing your customer experience, stop your addiction to surveys — especially one question surveys, and measure what your customers do as opposed to what they say.
  18. 18. Insight #5 Smart companies never fail to acknowledge their existing customers, for they know that organic growth always trumps acquisition growth.
  19. 19. Insight #6 The customer journey map unites a culture, and establishes the framework for leaders to guide the direction of the business and drive accountability.
  20. 20. Insight #7 Companies who listen well, serve well, for they know that the only way to see what the customer sees is to walk in her shoes. Take this reality check audit!
  21. 21. Insight #8 Kill the stupid rules that erode customer trust and diminish your team’s ability to do their jobs. Ask “Does this policy still fit our changing culture” and reward the team members who identify and take action to kill such rules
  22. 22. Insight #9 These seven practices will inhibit your customer-driven growth:
  23. 23. Insight #9 These seven practices will inhibit your customer-driven growth: Not having executives engaged in the effort
  24. 24. Insight #9 These seven practices will inhibit your customer-driven growth: Starting with a mantra, not an action plan
  25. 25. Insight #9 These seven practices will inhibit your customer-driven growth: Not defining the customer experience and gaining alignment
  26. 26. Insight #9 These seven practices will inhibit your customer-driven growth: Not breaking the work into actionable pieces
  27. 27. Insight #9 These seven practices will inhibit your customer-driven growth: Focusing first on survey scores and not customer growth
  28. 28. Insight #9 These seven practices will inhibit your customer-driven growth: Lack of clear communication and behaviors to model
  29. 29. Insight #9 These seven practices will inhibit your customer-driven growth: Actions based on what people think vs what customers think
  30. 30. Insight #10 When hiring your Chief Customer Officer, look for these 10 aptitudes:
  31. 31. Insight #10 When hiring your Chief Customer Officer, look for these 10 aptitudes: Revenue = Attention
  32. 32. Insight #10 When hiring your Chief Customer Officer, look for these 10 aptitudes: Customer asset metrics
  33. 33. Insight #10 When hiring your Chief Customer Officer, look for these 10 aptitudes: Make them listen
  34. 34. Insight #10 When hiring your Chief Customer Officer, look for these 10 aptitudes: Persist!
  35. 35. Insight #10 When hiring your Chief Customer Officer, look for these 10 aptitudes: Action, not crystal balls
  36. 36. Insight #10 When hiring your Chief Customer Officer, look for these 10 aptitudes: Survival of the chameleon
  37. 37. Insight #10 When hiring your Chief Customer Officer, look for these 10 aptitudes: Keep the troops positive
  38. 38. Insight #10 When hiring your Chief Customer Officer, look for these 10 aptitudes: Market back
  39. 39. Insight #10 When hiring your Chief Customer Officer, look for these 10 aptitudes: Create urgency
  40. 40. Insight #10 When hiring your Chief Customer Officer, look for these 10 aptitudes: Give the power away
  41. 41. Reflect: Do you measure what your customer DOES or what she SAYS? tweet us!
  42. 42. Get the book
  43. 43. If you have a question, submit it to 33voices Q&A for a direct answer from one of our founders or thought leaders.
  44. 44. CONNECT WITH US! Tell us what you think Jenna@33voices.com Presentation created by Chase Jennings Insights by Moe Abdou
  45. 45. LEARN MORE

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