Connecting the Silos for Customer Growth and Profitability
9:00 AM, Pacific Daylight Time
10:00 AM, Mountain Daylight Time
11:00 AM, Central Daylight Time
12:00 PM, Eastern Daylight Time
5:00 PM UK and 6:00 PM CET
Get your customers on the strategic agenda! Drawing on her first-hand experience at top companies as diverse as Land’s End and Microsoft, Jeanne Bliss explains why even great corporations can drift to delivering mediocrity to customers, and she offers a proven solution to break the cycle.
Leaders frequently proclaim a focus on customers, and then don’t back it up with a change in company metrics, motivation and the mechanics of working together. Different divisions and departments in corporations can fail to communicate and act as a team - they create silos instead of a superior customer experience. Jeanne Bliss shows in stark detail how profits suffer when businesses focus on their organizational charts and not their customer relationships.
This one-hour session will provide leaders the tools and information to begin to overcome organizational inertia and deliver a meaningful customer experience and corporate culture to sustain it. During the session, Jeanne will introduce diagnostics to determine if the company’s core strengths, metrics and systems improve or harm customer relationships. With the tools provided, leaders can address the organizational challenges they face. It is a powerful come-to-life overview of Jeanne’s new book, Chief Customer Officer, in which she put down on paper her 25 years of experience driving the customer agenda inside 5 major US corporations.
You Will Learn
- What will drive action for customers inside the corporate machine
- How to drive accountability across the functions
- If you need a Chief Customer Officer to keep the action moving
You Will Get
- Diagnostics on why your customer efforts crash and burn
- Reality-based tools
- Metrics that WORK to drive customer profitability accountability
- Accountability forums to drive the action
- A chance to pick Jeanne’s brain
About the Speaker
Jeanne Bliss is author of Chief Customer Officer: Getting Past Lip Service to Passionate Action.
Jeanne spent twenty-five years on the job driving customer focus and profitability inside five large U.S. corporate machines. She reported to the founder of Lands’ End as chief zealot for the Lands’ End customer experience. Jeanne served Allstate Corporation as its officer for Customer Satisfaction and Retention. She was vice president of franchise services for Coldwell Banker Corporation, General Manager of Worldwide Customer and Partner Loyalty for Microsoft Corporation and Senior Manager of Customer Satisfaction for Mazda Corporation.
As "Chief Customer Zealot" Jeanne Bliss has fought valiantly to get "customer" a place on the strategic agenda; redirecting priorities and creating transformational changes to the brands’ customer experience. She has led the achievement of 95% loyalty rates, changed customer experiences across 50,000 person organizations… and convinced even the staunchest curmudgeons to help push the customer rock up the hill.
Today she runs CustomerBliss, which coaches leaders and assists companies in connecting their organizations for improved customer experiences and profitability. She gives keynote speeches and workshops on this subject around the world.
|
