The Chief Customer Officer Human Duct Tape Show

Jeanne Bliss
  • 4.6 (43)
  • MANAGEMENT
The Chief Customer Officer Human Duct Tape Show

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.

  1. Prioritize Customer Dignity, Listen to First-hand Accounts, and Turn One-time Customers into Loyal Regulars

    02/24/2023

    Prioritize Customer Dignity, Listen to First-hand Accounts, and Turn One-time Customers into Loyal Regulars

    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!

    1h 24m
  2. How to Measure the Extraordinary in an Experience-driven Economy

    02/06/2023

    How to Measure the Extraordinary in an Experience-driven Economy

    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.

    45 min
  3. Customer-centric Companies Are Employee-centric

    12/29/2022

    Customer-centric Companies Are Employee-centric

    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 definitely knows a thing or two about how to develop a customer-first strategy.

    45 min
  4. What I Know: Shared Memories Build Bonds

    12/16/2022

    What I Know: Shared Memories Build Bonds

    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.

    5 min
  5. First Things First: Get the Fundamental Customer Experience Right

    12/02/2022

    First Things First: Get the Fundamental Customer Experience Right

    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.

    50 min
  6. How Can You Improve Employee Experience Within a HealthCare Nonprofit?

    10/21/2022

    How Can You Improve Employee Experience Within a HealthCare Nonprofit?

    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.

    52 min
  7. What I Know: Lead for Admirable Growth

    10/03/2022

    What I Know: Lead for Admirable Growth

    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?

    5 min
  8. Are You Improving Employee and Customer Experience Simultaneously?

    09/23/2022

    Are You Improving Employee and Customer Experience Simultaneously?

    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.

    43 min
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4.6
out of 5
43 Ratings

About

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.

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