Keynote presented by Jeanne Bliss, Author of Chief Customer Officer, at the 2014 Customer Success Summit.

1. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2012.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
ENTERTHE NEW CXO!
Getting Past Lip Service to Passionate Action…

2. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2012.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
Lessons Learned

3. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2010.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
Engineering,
Product
Develop.
Sales Operations Marketing Quality Finance
Supply
Chain
Customer Success
Focus across the silos!
Rather than focusing down our operation areas

4. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2010.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
FROM
Delivering Our
Org Chart
TO
Delivering a Differentiated
Customer Experience
Focus on OUR End Game

5. www.customerbliss.com
©
2011.
Jeanne
Bliss
All
rights
reserved.
Advocates
Desire
“Who Else” Does This?
Differentiated
Experience
Always Reliable At Priority
Contacts
Reliable
Experience
Random
Experience
“Experience” Companies
“Every contact the consumer has,
from calling a toll-free number to
actually buying the product and
using it, is seamlessly enjoyable.”
— D. D’Alessandro, Brand Warfare

6. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2010.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
q 1995 Books
q 1998 Music
q 1999 Consumer Electronics, Games
q 2000 Kitchen, Camera and Photo Store
q 2000 Office Products
q 2001 Apparel, Sporting Goods
q 2003 Gourmet Foods
q 2003 Health and Personal Care
q 2005 High End Jewelry
q 2006 Kindle Explosion
q 2009 Zappos.com
Reliability=GrowthEngine
Build Trusted Experiences That Drive Growth

7. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2010.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
300%
Revenue gained by reducing
negative word-of-mouth versus
improving positive ‘buzz’
Source: London School of Economics

8. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2012.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
The CCO Unites the Silos On:
Customer Experience RELIABILITY
Customer Experience INNOVATION

9. The 5 Competencies of Customer
Experience Companies

10. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2010.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
Customer Experience Competency 1

11. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2010.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
Customer Experience Competency 2
Awareness
& Research
Assess &
Sample
Solution
Development
Partner &
Contract
Production &
Delivery
Service &
Support
Strategic
Partnership

12. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2010.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
0- +
Frequently An Unreliable
Experience
Always Reliable Experience
“Peace of Mind”
Inconsistent Experience …
Sometimes It’s Reliable, Sometimes It’s Not
Our Current Customer Experience
RELIABILITY:

13. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2010.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
Do I
believe
and value
promises
they
make?
Are they
my
partner?
Are their
products &
channel
partners
the only
ones I
want?
Are they
there for
me to
provide an
experience
I desire?
Do they
make it
easy for
me to do
business
with
them?
Did product
delivery
exceed
what I
expected?
Has a
partnership
begun?
Do they think of
me and how I
work/run my
business?
Do they anticipate
my needs,
desires and work
environment in
their support?
Awareness
& Research
Education,
Access,
Trial
Selection,
Purchase
Delivery,
Possession
Product
Usage
Maintenance
and
Service
Repurchase,
our Advocate
Reliable “One company" Experience?

14. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2010.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
SAS Defector Pipeline
Discover Evaluate
Buy &
Implement
Use &
Optimize
Benefit &
Grow
Seek
Other
Options
Follow up to
request for
information
On-
boarding
follow up
When less than
x% products
purchased in
use
Follow up to
NPS detractors
Follow up
during/after
contract
experience
After X no.
calls to tech
support
Pre renewal contact:
Proactive contact to
review and improve
customers’ business
(resolve issues)
Follow up
to Lost
Customers
RESCUE customers at risk/ GROW Revenue / EMBED Relationship

15. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2010.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
#3
Customer Experience Competency 3
Awareness
& Research
Assess &
Sample
Solution
Development
Partner &
Contract
Production &
Delivery
Service &
Support
Strategic
Partnership

16. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2010.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
#4
Customer Experience Competency 4
Awareness
& Research
Assess &
Sample
Solution
Development
Partner &
Contract
Production &
Delivery
Service &
Support
Strategic
Partnership

17. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2010.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
Customer Experience Competency 5
Awareness
& Research
Assess &
Sample
Solution
Development
Partner &
Contract
Production &
Delivery
Service &
Support
Strategic
Partnership

18. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2010.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
1. Take Personal Ownership
2. Establish Acceptance/Role Clarity
3. Drive Regular ACXOuntability
4. Provide Political Air-Cover
5. Insist on Corporate Patience
6. Demystify the Roadmap
Is Your CEO On Board?

19. Become
a
Beloved
and
Prosperous
Company
www.customerbliss.com
©
2010.
Jeanne
Bliss
All
rights
reserved.
Jeanne@customerbliss.com
425-­‐444-­‐7654
www.customerbliss.com
jeanne@customerbliss.com
Reality Check Audit
Customer Culture Audit