The Chief Customer Officer Human Duct Tape Show

10 Episodes
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By: Jeanne Bliss

Join us to learn the leadership practices from C-Level Customer Experience executives at Airbnb, Walgreens, Audi, Premera, The Smithsonian Institute, Barney’s New York, and Adobe among others. They will fearlessly share with you what works...and what doesn’t work as we debunk this role, why it’s not about ”Kumbaya", but rather how the Chief Customer Officer is acting as the human duct tape of the organization - uniting companies to earn the right to customer-driven growth. Hosted by Jeanne Bliss, five time Chief Customer Officer and author of "Would You Do That To Your Mother?" and “Chief Customer O...

Prioritize Customer Dignity, Listen to First-hand Accounts, and Turn One-time Customers into Loyal Regulars
#238
02/24/2023

Today’s compilation features excerpts from two interviews: Christopher McShane, SVP of customer experience at Serta Simmons Bedding, and Jon Picoult, founder of Watermark Consulting. Both my guests speak on the importance of establishing an internal system to improve employee and customer experience. These are two great conversations which dig deeply into the processes and cultural considerations needed to truly change your organization's approach to driving experiences worth having. Enjoy!


How to Measure the Extraordinary in an Experience-driven Economy
#237
02/06/2023

I had the pleasure of speaking with neuroscientist, professor, speaker, author, and cofounder of Immersion Neuroscience, Dr. Paul Zak. Give this episode a listen for invaluable wisdom on deepening your customer connections, generating long-term customer value, optimizing employee performance through immersive training, and much, much more.


Customer-centric Companies Are Employee-centric
#236
12/29/2022

As we head into the new year, I ask that you revisit this podcast episode, where you’ll find many more valuable gems from my friend, Curtis Kopf. Your business—and your customers—will thank you.

In my conversation with Curtis Kopf, the Chief Experience Officer at REI, we discuss thought processes and strategies that go into navigating successful CX transformations. Curtis is a seasoned leader and CX practitioner who’s worked across a few different industries during his career. He has spent time at Amazon in the early 2000s, Microsoft, Alaska Airlines, and Premera Blue Cross. Curtis d...


What I Know: Shared Memories Build Bonds
12/16/2022

As you’re developing what you develop your products, your services, know that—in your communication, you have a wonderful opportunity to rise above—to show who you are as people in how you communicate shared memories.


First Things First: Get the Fundamental Customer Experience Right
#235
12/02/2022

In this conversation with Matt Baer—Chief Digital and Customer Officer at the longstanding, iconic retailer Macy’s—shares key insights on the importance of getting the fundamental customer experience right before anything else.


How Can You Improve Employee Experience Within a HealthCare Nonprofit?
#234
10/21/2022

In this conversation with Cassandra Crowe, Chief Executive Officer at Sharp HealthCare, Cassandra shares some high-level insights regarding the employee experience transformation at Sharp HealthCare and the ways in which this multilayered process impacted business operations and patient experience.


What I Know: Lead for Admirable Growth
10/03/2022

How are you taking steps to deliver what you do? Are you willing to step outside the bounds of what everybody else does? And take an ADMIRABLE action in how you do it?


Are You Improving Employee and Customer Experience Simultaneously?
#233
09/23/2022

Lynda Firey-Oldroyd, CCO of Topgolf speaks on previous career successes at blue chip companies and details the importance of employee and customer experience at TopGolf.


What I Know: “One Version of the Truth" is Critical
09/09/2022

In order to move from where you are, you need to all agree on where you’ve begun. “One version of the truth" is critical. In this episode, I share an exercise you can do with your team to start the process of understanding your organization’s experience reliability.


A CCO's Role Goes Beyond Customer Experience to Change Management
#232
08/26/2022

In this conversation with Andy Clement, the CCO at Kimberly-Clark Professional, who has been with the organization for over 30 years, we discuss how digitizing the sales operations has impacted this B2B business in the post-pandemic world. Those of you in the B2B industry will enjoy this chat, especially if you’ve been in a legacy industry that had to adjust to the digital-first world.