The Sweeney Agency

About Jeanne Bliss - Speaker and Author on Customer Experience:

Keynote speaker Jeanne Bliss is not an evangelist or observer of companies. She has done this work you are tackling today – for 25 years. As the Customer Leadership Executive for five large U.S. market leaders, Jeanne fought valiantly to get the customer on the strategic agenda, redirecting priorities and creating transformational changes to the brands’ customer experience. She has driven 95 percent loyalty rates, changing customer experiences across 50,000 person organizations.

Jeanne developed her passion for the customer at Lands’ End, Inc. where she reported to the company’s founder, serving as leader for the Lands’ End customer experience. She was Senior Vice President of Franchise Services for Coldwell Banker Corporation. Jeanne served Allstate Corporation as its officer for customer retention and satisfaction. She was Microsoft’s General Manager of Worldwide Customer and Partner Loyalty. At Mazda Motor of America she drove the brands’ customer retention effort.

Jeanne has published two books, I Love You More Than My Dog: Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad explains how your company can move from being an everyday company to a beloved company. Learn from 45 decision case studies that created a beloved culture. Then compare your decisions and take action – to build committed customers, employees and business prosperity.

Chief Customer Officer : Getting Past Lip Service to Passionate Action provides a complete roadmap for customer leadership. Translated to five languages, it’s frequently the first resource newly minted Chief Customer Officers / Chief Experience Officers reach for to succeed in their position.

What Jeanne Bliss Talks About:

Customer Experience: Become a Company Customers Can’t Live Without
Hundreds of companies have customers who admire them, but only an elite few have true advocates – passionate, vocal, loyal fans – who tell the stories of their experiences and about how much they love them.

Go behind the scenes of the decision making that goes on inside beloved companies. Discover the five common decisions they make and put into practice that makes them immune to the competition and thriving, in good times and bad. Learn how their culture is their growth engine. Learn the impact of their uncommon decision making. Then, through this session, begin the process to understand how your decisions and actions have created your culture. Understand its impact on your customers, on your employees and on your business growth and prosperity. See how far or close you are to earning business outcomes compared to beloved and prosperous companies.

Discover:

• Do your decisions today earn your company beloved status?
• What decisions beloved companies make to honor employees and customers.
• How beloved companies’ have clarity for how they impact customers’ lives.
• How they decide to drop the corporate veneer and bond personally customers.
• What decisions drive reliability, peace-of-mind and growth.
• How they decide to make saying sorry an important peace process.

Filled with as many suggested actions as anecdotes, this content demystifies and creates clarity on the road less traveled by beloved companies. It gives you a path to follow in their footsteps -- a path that is right for you, for your company, and for your people.

Customer Loyalty: Make Your DNA Revolve Around Customers
Get past the lip service to earn your customers’ rave…

Deliver an experience your customers will want to repeat and tell everyone they know about!

Companies and leaders genuinely want to do the right thing for customer and the business, yet competing operational priorities make it difficult to focus on delivering a meaningful customer experience day in and day out.

Customer companies have a remarkable capacity to blend agendas across the organization to deliver a coordinated and meaningful experience to customers. Most companies want to get there. Few arrive at the destination.

Learn the most powerful actions to take, and in what order to take them!

This valuable and compelling content, adapted from Jeanne Bliss’s best-selling book, Chief Customer Officer: Getting Past Lip Service to Passionate Action, is part of a learning journey designed to help you focus on what’s most important for delivering meaningful customer experiences that drive profitability and growth. It’s not about a point in time; it’s about a process that leads to customer rave.

You will walk away with strategies and tools customized to build powerful customer relations and clarity for leaders on how to create partnerships and motivate employees. Audiences receive practical advice, actions, and ideas for how to reset the way they work together to make customers the priority of the business.

Discover:

• What drives your organization’s priorities, meeting agendas, and metrics?
• How can you inspire and instill accountability across functions?
• What’s your power core – your strongest skill set driving your agenda?
• How to lay your foundation for customer experience delivery