• Testimonials … • Contact Us … • FAQ … • Site Map … • Glossary …	Jeanne Bliss "Connecting Your Company for Customer Growth"
	Expertise: Customer Satisfaction • Branding • Customer Leadership Fee Range: $15,000 to $20,000 Location: Washington     Video Meet the Customer Crusader. Jeanne Bliss is not an evangelist or observer of companies. She's been inside them for twenty-five years, arm wrestling them on behalf of their customers! As "Chief Customer Zealot" for five large U.S. market leaders, Jeanne's fought valiantly to get the customer on the strategic agenda, redirecting priorities and creating transformational changes to the brands' customer experience. She has driven achievement of 95 percent loyalty rates, changing customer experiences across 50,000-person organizations…convincing even the staunchest curmudgeons to help push the customer rock up the hill.

	Jeanne's vim, vigor and passion for customers is the result of the collision of her Italian heritage and the serendipitous circumstances which brought her to the Wisconsin farmlands in 1983. She developed her passion for the customer at Lands' End, Inc., where she reported to the company's founder and executive committee as leader for the Lands' End customer experience. She was Senior Vice President of Franchise Services for Coldwell Banker Corporation. Jeanne served Allstate Corporation as its chief officer for customer satisfaction & retention. She was Microsoft Corporation's General Manager of Worldwide Customer & Partner Loyalty. At Mazda Motor of America she initiated the brand's retention effort as senior manager, customer satisfaction. Now managing partner of her own company, Jeanne coaches leaders on how to wrap their company's focus around customer profits. She is a worldwide keynote speaker on sustaining the energy and effort required to keep pushing that customer rock up the hill. Programs With Brief Descriptions: Why Good Companies Do Bad Things to Customers...and How to Fix It Lighthearted Observations and Real-World Advice on How to Become a 'Customer' Company Put on your coveralls for protection and participate in exposing the awful truth. We say customers are "it" then make them a casualty of the actions of our corporate machines. Audiences participate in exploring the 'dance of the silos,' how we force customers to use 'organizational navigation devices' to do business with us and how we've actually programmed behavior that works against them. Laugh at the reality of the truth and sigh a breath of relief learning what can be done about it. Making Customers a True Priority of Your Business Who's Yanking Your Customers' Chain?. What Crusaders Need to Know and CEOs Must Acknowledge Your base of company power, a new concept called the Power Core, may actually be putting up roadblocks to customer focus and loyalty. From the Power Core, the 'true' priorities of the organization are set, and that disposition impacts everything touching customers - from what success looks like, to what skills are heralded, to how mandated company actions become customer experiences. You must know this base of power, this Power Core to understand the scale and scope of the customer work. In this keynote, identify your Power Core, learn how to examine its impact on customers and depart with an approach for getting to the heart of the issues between your customers and your company. And Now This. from the Land of Silo Dysfunction and Customer Experience Breakdowns. A Humorous Dissection of the Dim-witted Actions Delivered Daily to Customers Put on your customer-vision gear to see some classic and hot-off-the press company maneuvers that resulted in a series of unfortunate events for customers. Hear customer feedback on how these things showed up to them, what they were thinking of our ability to work together, and their opinion of us as people who forgot the basics our mothers taught us. Learn what the protagonist of each customer mishap was, how they could have been avoided and what your organization should do to avoid making the same mistakes. 5 Customer Questions Every CEO Should Be Asking How to Finally Give Customer Metrics Clarity, Consistency and a Position of Importance We completely over-complicate what it means to be focused on customers. Surveys, reports, countless trinkets with the word "customer" emblazoned on them. But we simply don't track customers. Not in a substantive manner that's part of the corporate language and culture. Guerrilla Metrics will change all that for you. Learn what they are; how to use them and what conditions must exist before you charge ahead with trying to arm wrestle them into your corporate psyche. Forging the Customer Crusade. What You Need to Know The Crusader's Arsenal to Thrive, Survive and Drive the Work Ahead From the odd to the absurd, Jeanne Bliss shares lessons learned from twenty-five years of pushing the customer rock up the hill. How to become Tom Sawyer -getting people to paint your fence, gaining a true CEO commitment, engaging the organization to get past lip service, and why you need to say the same thing differently for every faction of the company. Most importantly. how to emerge with your passion and spirit intact and going strong. Client Testimonials: "I can't afford to bring someone in as a keynote who can't hold their own with the most senior people. Jeanne has held the positions they have. She converses with them in the course of the keynote. And I can literally see the lights go on as she takes apart complex problems and puts them back together again." -- Ellen Shannon, President, Publication and Conference Development Partners "Jeanne Bliss is a force to be reckoned with when you want focus on customers. With her uniquely strong background, she was able to help us accelerate our performance, which translated to revenue growth and profitability." -- Chandler Barton, Retired President Coldwell Banker Corp Books:
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