Former Land’s End Exec Explains the Need for a Chief Customer Officer

Co-host Brad Forsythe interviews Jeanne Bliss, author of “Chief Customer Officer.” Jeanne Bliss has spent twenty-five years on the job driving customer focus and profitability inside five large U.S. corporate machines. Jeanne reported to the founder of Lands’ End as chief zealot for the Lands’ End Customer Experience. She served Allstate Corporation as its officer for customer satisfaction and retention. She was senior vice president of franchise services for Coldwell Banker Corporation, general manager for Worldwide Customer and Partner Loyalty for Microsoft Corporation, and senior manager of customer satisfaction for Mazda Corporation. Today she runs CustomerBliss, which assists companies in connecting their organizations for improved customer experiences and profitability. She gives keynote speeches around the world. Her book, “Chief Customer Officer: Getting Past Lip Service to Passionate Action,” provides leaders the tools and information they need to overcome organizational inertia and deliver a meaningful customer experience.