Jeanne spent 25 years on the jon driving customer focus and profitability inside five large US corporate machines. She reported to the founder of Lands' End as chief zealot for the Lands' End Customer Experience. She served Allstate as its officer for customer satisfaction and retention. She was General Manager for Worldwide Customer and Partner Loyalty for Microsoft.
In this 5m 55s interview Jeanne explains
Options on where to get started to improve customer focus
Tactics to use in different organisational cultures
Jeanne Bliss - Customer Centricity: The Executive Role
Jeanne spent 25 years on the jon driving customer focus and profitability inside five large US corporate machines. She reported to the founder of Lands' End as chief zealot for the Lands' End Customer Experience. She served Allstate as its officer for customer satisfaction and retention. She was General Manager for Worldwide Customer and Partner Loyalty for Microsoft.
In this 3m 9s interview Jeanne explains
What should senior executives do the drive customer centric Culture
Peter Murley - Managers and Leaders in Customer Centric Organisations
Peter has led customer service and the design and execution of customer experience based strategies for a range of UK companies including Firstdirect Bank, ITV Digital, Telewest , GO Fly Airlines and Cellnet (O2)
In this 5m 26s interview Peter explains
How managers and leaders need to operate differently in customer centric organisations
Peter Murley - Techniques for Listening and Acting on Voice of the Customer
Peter has led customer service and the design and execution of customer experience based strategies for a range of UK companies including Firstdirect Bank, ITV Digital, Telewest , GO Fly Airlines and Cellnet (O2)
In this 7m01s interview Peter explains
What techniques leading customer focused organisations are using to Listen to and Act on Voice of the Customer
Peter Murley - Influencing How Customers Interact with Organisations
Peter has led customer service and the design and execution of customer experience based strategies for a range of UK companies including Firstdirect Bank, ITV Digital, Telewest , GO Fly Airlines and Cellnet (O2)
In this 6m 34s interview Peter explains
How you can influence the ways customers interact with your organisation
In most cases customer satisfaction would be significantly improved if customer service wasn't needed. If that were the case think about how much money would be saved by scaling back contact centres and customer service centres.
Since 1999 Amazon.com has applied the philosophy that the Best Service is No Service and has delivered 30% year on year reductions in the need for customers to contact them
Over the same period it also had the highest customer satisfaction of any services company in the American Customer Satisfaction Index
Banks, Insurers Telcos and Utilities in Europe, North America and Australia have achieved between 10% and 25% annual reductions in the need for customer service contact
In this white paper Bill Price, the Global Vice President of Customer Care who achieved these results at Amazon.com describes the approach they took.
Whitepaper: Five Myths of Performance Management in Customer Operations
Many Contact centres, call centres and customer operations are missing out on 20-40% of their performance potential because they make 5 common mistakes in the way performance is measured and managed. There are five myths that encourage these mistakes:
AHT or real contacts per hour is an effective measure to manage productivity
Supervisors know how to use statistics to improve performance
Listening to 5-10 calls per person per month is an effective way of improving service quality
Managers agree on who their best agents are and understand the characteristics that make them the best
Team leaders do not have enough time to provide any more coaching of their staff
Jeanne spent 25 years on the jon driving customer focus and profitability inside five large US corporate machines. She reported to the founder of Lands' End as chief zealot for the Lands' End Customer Experience. She served Allstate as its officer for customer satisfaction and retention. She was General Manager for Worldwide Customer and Partner Loyalty for Microsoft.
In this 5m32s interview Jeanne explains
What measures you should be using to start drive customer action
The following cartoons by Jon Kudelka provide a humorous look at the world of customer operations and were used in the LimeBridge calendars. Feel free to download your own copy to use in your presentations or internal materials. If you would like a high resolution copy please contact us.
Learning Centre 
Many Contact centres, call centres and customer operations are missing out on 20-40% of their performance potential because they make 5 common mistakes in the way performance is measured and managed. There are five myths that encourage these mistakes: 