Jeanne Bliss - President of CustomerBliss
Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. She is now the President of CustomerBliss, where she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers’ lives. Her clients include: AAA, Johnson & Johnson, Brooks Brothers, Bombardier Aerospace, and Kaiser Permanente. She is a sought after speaker and thought-leader, the author of three best-selling books, and co-founder of the Customer Experience Professionals Association.
Q&A with Jeanne Bliss, President of CustomerBliss
Q: As a pioneer of the CCO role, how do you encourage other leaders in organizations to promote the importance of the customer experience?
A: One of the first things we do is “customer math.” It’s significant how many companies don’t do this. Customer math is the non-refutable mathematics of incoming customers (volume and value) with lost customers (volume and value) subtracted from it. That equation is your net customer asset growth. This is the true number that indicates if the company earned the right to grow by delivering an experience customers want to repeat again.
Karin Hurt - Author, Let's Grow Leaders
Recently named on Inc’s list of 100 Great Leadership Speakers and American Management Association’s 50 Leaders to Watch, Karin Hurt helps leaders from around the world achieve breakthrough results without losing their souls.
Karin has over two decades of experience in customer service, sales, and human resources. She’s the award-winning author of 2 books: Winning Well: A Manager’s Guide to Getting Results-Without Losing Your Soul and Overcoming an Imperfect Boss.
A former Verizon Wireless executive, Karin transformed customer service outsourcing (96M calls/year) to reach parity in quality with internal centers and developed a leading sales team that won the President’s Award for Customer Growth.
Her programs inspire leaders with proven and practical leadership techniques developed over her rich career as an executive, speaker, and strategic advisor.
Karin has a BA in Communication from Wake Forest University, an MA from Towson University in Organizational Communication, and additional graduate work at the University of Maryland, where she teaches in the MBA and Executive Education programs.
David Dye - Author and International Consultant, Let's Grow Leaders
David works with leaders around the world who want to achieve breakthrough results without losing their soul (or mind) in the process.
He gets it because he’s been there: a former executive and elected official, David has over two decades of experience leading teams, building organizations, and working with Boards of Directors to transform their effectiveness. He is the award-winning author of 2 books: Winning Well: A Manager’s Guide to Getting Results Without Losing Your Soul and The Seven Things Your Team Needs to Hear You Say.
Known for his optimism, for making difficult concepts understandable, and for moving leaders to immediate, practical action.
David’s keynotes and training programs help leaders across industries to increase their influence, solve common leadership frustrations, and improve productivity through practical leadership inspiration.
David has a BA in Political Science from the University of Colorado and a Masters Degree in Management from Regis University.
S. Max Brown - Consultant, Coach and Trainer
Max is an Executive Coach and Consultant at Authentic Strengths Advantage®, formerly the VP of Leadership & Culture at Pluralsight, a senior advisor to the Shingo Institute at Utah State University and author of the book “Leadership Vertigo: Why Even the Best Leaders Go Off Course and How They Can Get Back On Track.”
Over the past twenty years, Max has made over two thousand presentations and met with leaders in locations all around the world. He’s taken clients rappelling off the Great Wall of China, facilitated at the Parliament of World Religions Conference in Spain and spoken in hundreds of cities including Athens, Bangalore, Beijing, Dublin, Hong Kong, The Hague, Mumbai, Paris, New York, Shanghai, Singapore, Toronto, Vancouver and Sydney . . . Nebraska.
Max regularly presents at one of GE’s highest rated leadership programs. He is a recommended “all-star” keynote speaker from the International Association of Business Communicators. His keynotes consistently receive rave reviews from clients like: 3M, American Express, Southwest Airlines, The Nature Conservancy, HSBC and the Canadian Federal Government.
He has a certificate in Leadership Coaching from Georgetown University, a Master’s Degree in Organizational Learning from George Mason University, and graduated magna cum laude from Brigham Young University. He also speaks Mandarin Chinese after seven years of living in Taipei and Shanghai.
Take a listen to our interview with Max Brown, Executive Coach, Trainer, Author and Keynote Speaker at SOCAP’s 2018 Professional Development Forum
, on leadership and culture. Learn what Leadership Vertigo is and what the biggest misconceptions are about being a leader.
Listen to the latest SOCAP Podcast with Max Brown here
Kelly Byrd - Founder & President, KBC Coaching
Kelly Byrd is the Founder and President of KBC Coaching, specializing in Executive Coaching and Corporate Leadership Culture development.
He also serves as the VP of Leadership Development for Sweetwater Sound, a $500 million music equipment and pro audio retailer in Ft Wayne, IN.