Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. Her third, and brand new, book is Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine. I chatted with […]
What do smart businesses and top drag queens have in common? Focus on loyal long term customers. Ready my Forbes article here what we marketers can learn from drag queens. Yes, drag queens.
Check out my new Forbes article here featuring some smart online marketing from #DellLove and Warby Parker.
From CBS Sports: Cade Pope, a 12-year old NFL fan, sent a letter to the owner of each of the NFL’s 32 teams about two weeks ago, asking for help deciding which team he should become a fan of. He has received only one response to […]
Maker’s Mark, the handmade whisky brand from Loretto, Kentucky, has one of the best loyalty programs I’ve seen. Since 2001, they have been connecting with their loyal fans through their Ambassador program. When customers sign up to be an Ambassador, they get a welcome kit that contains custom business cards with their name on them, […]
Want to get more people talking about your company? Don’t hire “influencers.” Instead offer amazing, blow-your-mind service instead. A new survey from American Express finds that outstanding service prompts customers to open both their wallets and their mouths. The survey finds: More than two thirds of American consumers say they’re willing to spend 14% more on […]
I had a great time at Lithium Technologies a few weeks ago doing a Q&A webcast with CMO Katy Keim talking about Monster Loyalty and how brands can create a passionate community of customers like Lady Gaga. I love Katy: she is smart, funny and should have her own talk show. Lithium is a fun group of folks […]
On Thursday, October 9, 2014, I’ll be doing a live video webcast featuring a conversation with Lithium CMO Katy Keim discussing all things Gaga. Listen as we explore Lady Gaga’s fan philosophy and provide valuable insight to the lessons any business can leverage. Why investing in your superfans has long-term benefits. How to connect with customers […]
Howard Schultz’s vision for Starbucks when he joined the coffee chain in 1983, was for it to be a place for conversation and a sense of community, a “third place” between work and home. Over the years, Starbucks marketing has gotten away highlighting this higher purpose. However, Starbucks just released a terrific new web video entitled “Meet […]
Last week, I did a keynote talk for the IncentiveWorks conference in Toronto After seeing my talk (based on my book, Monster Loyalty: How Lady Gaga Turns Followers into Fanatics), one of the attendees, told me through tears, that for the first time ever, she understood her twin sons’ love for Lady Gaga. Her sons, now 19, are both […]