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Author: Jeanne Bliss

By Jeanne Bliss
in Customer Experience
on Jul 3, 2012

Are You Transparent With Customers? Do You Trust Your Customers?

The attitude of the frontline echoes the attitude passed on to them from the policies, procedures and manner in which...

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By Jeanne Bliss
in Customer Experience
on Jun 12, 2012

Does Your Culture Stick When Times are Tough?

When something goes wrong with a customer, do you take the opportunity to stand up, “Say Sorry,” and make things...

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By Jeanne Bliss
in Best Practices / Metrics
on May 15, 2012

Do You Believe Customers are an Asset…Or a Cost Center?

Are customer goals as important as sales goals? Is there clarity in your business that the work you do in...

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By Jeanne Bliss
in Best Practices / Metrics
on Apr 20, 2012

What Are Your Customer Experience Bookends?

The manner in which customers start and end their interactions with you have been proven to be a large part...

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By Jeanne Bliss
in Best Practices / Metrics
on Mar 28, 2012

Mining the Gold – Listening Hard to “Detractors”

How do you use your customer feedback to help change the course of your business? Inside your call centers you...

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By Jeanne Bliss
in Customer Experience
on Mar 23, 2012

Do You Stay Connected with Customers in a Natural Way?

Companies still jump to surveys and focus groups to find out what their customers need. All they really need to...

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By Jeanne Bliss
in Customer Experience
on Mar 9, 2012

What Does Your Underbelly (e.g. Frontline Attitude) Say About You?

If someone had a glass to a wall listening to how your employees talk about customers – would you be...

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By Jeanne Bliss
in Best Practices / Metrics
on Jan 30, 2012

Do You Walk in Your Customers Shoes? Build Your Customer Empathy Engine. Watch Your Business Grow.

How you engage your team in knowing and understanding the lives of your customers, and what they may have been...

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By Jeanne Bliss
in Innovation
on Jan 17, 2012

Can Everyone “Jump” a Fence to Serve a Customer

The silos often get in the way when we are serving customers. Customers are triaged, put on hold or passed...

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By Jeanne Bliss
in Corporate Culture
on Jan 10, 2012

How to Inspire and Drive the Very Best Customer Experiences and Customer Service

Inspired customer leadership in the very best companies on earth came from the heart and soul of the impassioned leader...

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