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Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
From L...
Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
Welcom...
Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
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Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
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Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
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Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
Custom...
Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
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Become a Beloved and Prosperous Company
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MAKE T...
Become a Beloved and Prosperous Company
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Become a Beloved and Prosperous Company
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P E R ...
Become a Beloved and Prosperous Company
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Become a Beloved and Prosperous Company
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Become a Beloved and Prosperous Company
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Become a Beloved and Prosperous Company
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Become a Beloved and Prosperous Company
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Become a Beloved and Prosperous Company
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Become a Beloved and Prosperous Company
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Become a Beloved and Prosperous Company
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From Lip Service to Passionate Action: Chief Customer Officer Virtual Boot Camp

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From Lip Service to Passionate Action: Chief Customer Officer Virtual Boot Camp

  1. 1. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS From Lip Service to Passionate Action: Chief Customer Officer Virtual Boot Camp.
  2. 2. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS Welcome to Chief Customer Officer Virtual Boot Camp Agenda:  Customer Experience Leadership Aptitudes  Your Power Core  Building Your Customer Experience Plan - Roadmap  Reality Check Audit – Where’s Your Experience Now?
  3. 3. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS Move FROM Delivering Your Org Chart TO Delivering a Differentiated Experience Your End Game…
  4. 4. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS Reliable Experience Operation Efficiency Unique Memorable Experience Differentiated Experience Customer DESIRES Experience “Companies that create the future do more than satisfy customers; they constantly amaze them.” Competing for the Future Reap Rewards Default Experience Silo Dysfunction Stairway to DESIRE Customer Leaders…
  5. 5. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS Reality of Driving Change PRODUCT PROCESS SERVICE Service Built Separately Across the Organization Process Product Yields a Fractured, Inconsistent Customer Experience EXPERIENCE Not a Cakewalk
  6. 6. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS Customer Leadership Aptitudes© (Earning the Right to Lead the Work) Earn Advocacy Engage Commit
  7. 7. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS REVENUE = ATTENTION A Customer Leader has got to be able to make and prove this case to gain executive and board support. Customer Leaders must attach this work to the profitability of the business. Customer Leadership Aptitudes© (Earning the Right to Lead the Work)
  8. 8. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS MAKE THEM LISTEN A Customer Leader translates the customer information into compelling, disruptive and engaging nuggets of information. They make people WANT to have more…to crave knowing more. Customer Leadership Aptitudes© (Earning the Right to Lead the Work)
  9. 9. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS GUERILLA METRICS Customer Leadership Aptitudes© (Earning the Right to Lead the Work) A Customer Leader gets the customer on the agenda of every key meeting. Customers are discussed as humans, as people we either kept or drove away. Customer Leaders make it painful to ignore the fact that our actions every day either grow or shrink the customer base.
  10. 10. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS P E R S I S T ! Customer Leadership Aptitudes© (What Tom Would Do) How do we do with resistance? Do we thrive on it or just survive? We need to be comfortable persisting, even when we’re turned down.
  11. 11. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS ACTION, NOT SLOGANS & BANNERS Customer Leadership Aptitudes© (What Tom Would Do) The company will need to see substantive change to believe that the commitment is true and real and understand what it means in terms of things they should do. The Customer Leader’s job is to keep it real. There have likely been efforts that have come before this most recent proclamation to the customer. The corporate memory keepers have little patience for empty commitment to the customer.
  12. 12. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS SURVIVAL OF THE CHAMELEON Customer Leaders should understand the functions of the organization. Most importantly, Customer Leaders need to know the players and what their hot buttons are. Use this knowledge to thrive as a chameleon, modifying approaches as necessary to connect with each part of the organization. Customer Leadership Aptitudes© (Earning the Right to Lead the Work)
  13. 13. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS KEEP THE TROOPS POSITIVE Customer Leaders recognize that their team members need ongoing recognition and encouragement. This type of work requires team members to “check their ego at the door” – as the work is about enabling the operating areas toward their success. Large scale change can feel slow-going. The astute customer leader knows to create milestones and recognize them with their team. Customer Leadership Aptitudes© (Earning the Right to Lead the Work)
  14. 14. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS MARKET BACK (market “hope”) In a Customer Leadership job, you must understand what customers and the company needs, deliver it to them, and remind them that you gave it to them. Marketing back helps customers believe that the company is listening and acting on their words. It jolts the naysayer out of thinking things can't or won't get done. It's absolutely essential to getting the future momentum you need by feeding the organization hope one morsel at a time Customer Leadership Aptitudes© (Earning the Right to Lead the Work)
  15. 15. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS CREATE URGENCY Customer Leaders clarify for the organization exactly which issues and experiences are keeping or repelling customers. They simplify the work, and with that simplicity, make it easier and more compelling for people to want to take action! Customer Leadership Aptitudes© (Earning the Right to Lead the Work)
  16. 16. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS Astute Customer Leaders understand that this unique power they possess cannot be abused; in fact, it must be given away. With strong advocate partnerships, one of the greatest tools a Customer Leader has to continue motivating participation is having people present their own actions, and putting them front and center to take the credit. Secret Weapon: GIVE THE POWER AWAY
  17. 17. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS 1. Revenue = Attention 2. Make Them Listen 3. Guerilla Metrics 4. Persist! 5. Action, Not Crystal Balls 6. Survival of the Chameleon 7. Keep the Troops Positive 8. Market Back 9. Create Urgency 10. Give the Power Away! Customer Leadership Aptitudes©
  18. 18. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS A Tool For You: Aptitude Poker! Nurturing and developing the aptitudes of your team is a very important part of your role – to make sure that their spirits are up, and that they believe they are making a difference. The following slides are a “deck” of ten cards, each one with one of the customer leadership aptitudes. With my compliments, feel free to print these and use them with your team. 1. Pass out the cards. 2. Have a discussion about how everyone is currently living each aptitude. 3. And the opportunities that living this aptitude represents for your success. 4. Plan some actions to strengthen that aptitude for the team. Revenue = Attention
  19. 19. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS 1. Shuffle and deal the cards. 2. Take turns clock-wise 3. At your turn, discuss your successes and opportunities with the aptitude you’ve been dealt. (to make the deck, just print out one of each card on card stock. This is a great way to challenge, discuss and grow these aptitudes with your team.) Aptitude Poker Give the Power Away! Aptitude Poker To Play with Your Team
  20. 20. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS Your Aptitude Poker Cards to Print Revenue = Attention ©CustomerBLISS2010AllRightsReserved Make Them Listen ©CustomerBLISS2010AllRightsReserved Guerrilla Metrics ©CustomerBLISS2010AllRightsReserved
  21. 21. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS Your Aptitude Poker Cards to Print Persist! ©CustomerBLISS2010AllRightsReserved Action, Not Crystal Balls ©CustomerBLISS2010AllRightsReserved Survival of the Chameleon ©CustomerBLISS2010AllRightsReserved
  22. 22. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS Your Aptitude Poker Cards to Print Keep the Troops Positive ©CustomerBLISS2010AllRightsReserved Market Back ©CustomerBLISS2010AllRightsReserved Create Urgency ©CustomerBLISS2010AllRightsReserved
  23. 23. Become a Beloved and Prosperous Company www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS From Lip Service to Passionate Action: Chief Customer Officer Virtual Boot Camp.

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