As the Customer Leadership Executive for five large U.S. market leaders, Jeanne 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.
Jeanne 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.
After 25 years as the Customer Experience Executive in five major US Corporations, Jeanne founded CustomerBliss in order to create clarity and an actionable path for driving the “customer focus” commitment into business operations.
Jeanne’s article contributions here at Small Business Trends are adapted from her book, I Love You More than My Dog: Five Decisions for Extreme Customer Loyalty in Good Times and Bad. You can also check out Jeanne’s blog at Chief Customer Officer 2.0.