185 episodes

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 Officer 2.0." Jeanne is joined by CCOs around the world as they share how they gain traction in transforming their business, leaders and operations.

The Chief Customer Officer Human Duct Tape Show Jeanne Bliss

    • Management
    • 4.7, 38 Ratings

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 Officer 2.0." Jeanne is joined by CCOs around the world as they share how they gain traction in transforming their business, leaders and operations.

    Connect, Communicate, and Collaborate to Unite Leadership and Improve Experience

    Connect, Communicate, and Collaborate to Unite Leadership and Improve Experience

    “I see leadership as a deeply human endeavor,” says Alain Hunkins, speaker, leader, and author of the new book, Cracking the Leadership Code: Three Secrets to Building Strong Leaders. We discuss some of the easy-to-understand and implement concepts in his book and how great leadership is really at the core of customer experience. We’ll explore his three concepts of connection, communication, and collaboration, which work in tandem to cultivate a united view of the life of customers and employees. 

    • 46 min
    Do You Cause a Ruckus with Your Leadership? A Conversation with Bestselling Author Seth Godin

    Do You Cause a Ruckus with Your Leadership? A Conversation with Bestselling Author Seth Godin

    In today’s show, we’re joined by the New York Times Bestselling author and guru, Seth Godin, who's written over 19 books. He's the founder of Akimbo, and author of the popular, marketing-oriented, Seth's Blog.  Seth and I have a great conversation about leadership as he breaks down some of the "alphabets of humanity" from his book, V is for Vulnerable: Life Outside the Comfort Zone. We discuss how some of the principles from this book can be used to guide and grow an organization with humanity and purp

    • 43 min
    How to Use Data to Solve for Problems, Develop Roadmaps, and Determine Priorities

    How to Use Data to Solve for Problems, Develop Roadmaps, and Determine Priorities

    Today’s conversation is with Dutta Satadip, the Global Head of Customer Success and Operations at Pinterest. Dutta takes us through the many ways in which he’s been able to lead the customer-focused work at Pinterest. Though the company is primarily B2C, it also functions as a B2B, and Dutta shares how they enact data-driven behaviors to improve the platform so that it’s more valuable for both customers and advertisers.

    • 1 hr 6 min
    Tips for CCO Success at a B2B Organization from Yamini Rangan, CCO of HubSpot

    Tips for CCO Success at a B2B Organization from Yamini Rangan, CCO of HubSpot

    “It is no longer just about the product. It is all about the customer experience, the way we make customers feel when they use the product. That makes a huge difference,” says Yamini Rangan, HubSpot's first Chief Customer Officer. In today’s conversation, Yamini and I discuss the importance of storytelling and of unifying teams within an organization to work towards a common goal. She also shares some of the ways in which HubSpot has handled the disruption of COVID-19.

    • 49 min
    How C-Suite Leaders Must Adapt to the Shifting Landscape

    How C-Suite Leaders Must Adapt to the Shifting Landscape

    In this conversation with Leslie Stretch, CEO of Medallia, Leslie and I chat about what he's been seeing from his conversations with hundreds of CEOs. Now that we've had to rapidly adjust to a new way of life, technology is helping us reshape the world and the future. As Leslie said, “it’s digital disruption at massive scale,” and this disruption has an impact on customer experience. It affects how we interact with customers and clients, how we communicate with them, and how we can gather feedback.

    • 59 min
    The Forever Transaction: How to Build Life-Long Relationships with Customers, with Robbie Kellman-Baxter

    The Forever Transaction: How to Build Life-Long Relationships with Customers, with Robbie Kellman-Baxter

    “The more complicated your system is, the less your customers are going to trust you,” says Robbie Kellman-Baxter, author of the new book, The Forever Transaction. In today’s episode, Robbie and I chat about leveraging powerful growth strategies around elevating members through subscription-based models. With over 25 years of experience working with well-known and emerging brands, Robbie has become an expert on this approach to membership and customer relationships.

    • 55 min

Customer Reviews

4.7 out of 5
38 Ratings

38 Ratings

JoshCrist ,

Empowering, insightful and actionable! 🔥

Whether you’re well established as someone innovating in the world of customer experience, or just getting started as a catalyst for change within your organization - this is a must-listen podcast for you! Jeanne does an incredible job leading conversations that cover a huge breadth of topics related to the ins and outs of successfully navigating an ever changing CX landscape - from leaders who’ve actually walked the path. Highly recommend listening and subscribing!

Dana Soza ,

Top 4 reasons to listen to this podcast + 1 request

I can't even BEGIN to express my gratitude for the value these Podcasts bring to a CS professional. I listen to it every single morning, and will listen to one podcast several times because there is so much content. I especially love....

1. How she challenge her interviewees to give real life examples of what they've done, how they've done it, which gives incredibly rich content.
2. Her 'pay it forward' question of "what do you know now that you wish you knew when you started this work?" Just outstanding.
3. The level of guests is unparalleled: Microsoft, Google, Lyft, Volkwagon, Cisco, Gainsight, Box, J&J, Dropbox, Workshare...
4. And my favorites are her "Best of" episodes.

I've also "Audibled" and "Kindled" her Chief Customer Officer 2.0 book, and yesterday bought the hardcover on Amazon so because I'm visual and need to page through the rich content and direction to use at my own organization.

#1 Request:
Include your website customerbliss.com URL's within each episode to the following:
1. Your homepage
2. Your podcast page
2. The summary page for that episode

Thanks!

Fischbeck ,

Great insights but the interviewer interruptions are distracting

I really like the insights by the guests and it’s extremely informative. However, I’ve had to resort to just read the podcast notes because the interviewer interrupts and it’s super distracting. It took me a few podcasts to try and figure out why my retention of the content was near zero. It’s annoying and a shame as these guests are very smart. This score should be a 5 but...

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