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.
To learn more great insights from Jeanne, register now for SOCAP's 2018 Professional Development Forum
, April 22-25
in Baltimore, MD
S. Max Brown - Executive Coach, Trainer and Author
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.
Max and his wife, Sally, live in Salt Lake City, Utah and are the proud parents of two amazing kids. When they have time, they love spending time on their ranch in Idaho. Previous adventures include coaching clients and building a retail business in China, co-hosting the Real Recognition Radio show, shark diving off the coast of Honduras and horse riding in Inner Mongolia.
Podcast with Max Brown, Executive Coach, Trainer, Author and Keynote Speaker
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.