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How Will You Be Remembered?
Jeanne learned about humanity in business by watching her Dad in his Buster Brown shoe store in Des Plaines, Illinois. He “shoe’d” a generation of children, and their children’s children, and the memory of his care for not only for the tiny little feet, but for moms and legions of families he cared for over the years, earned him a place in the story of their lives.
So much so, that when he retired a line of people THREE-BLOCKS LONG stood to tell him how buying shoes would never be the same. The foundation of “Experience” is MEMORY creation. The admired companies start here. They focus on how their people, actions and overall behavior of their company establishes how they’ll be remembered.
Knowing how you want people to remember you, building how you will deliver those memories, and then living those characteristics and behaviors yields what Jeanne Bliss describes as prosperity of the human spirit and financial prosperity.
In this keynote the audience will learn both the art and science of delivering memories that will make people stand in line for your experience, your product and your people. Learn how to make memory creation the currency of your brand, and how to elevate your company to delivering moments that pull people toward you and make your people into MEMORY MAKERS.
5 Leadership Steps for Living the DNA of “Experience”
Just HOW do you go about earning customer-driven growth? What’s different about leadership, motivation, communication and accountability in a transformed “customer” company….and how do they get there? This keynote will answer those questions and demystify that path for you.
It is based on Jeanne’s 25 years as a Chief Customer Officer, her experiences coaching over 20,000 executives the content in her seminal book, Chief Customer 2.0 and her Podcast interviews with over 200 Global Chief Customer Officers.
In this keynote, Jeanne outlines her 5-steps necessary to successfully lead a customer experience transformation.
She will guide you on embedding these competencies to get into action quickly with a united leadership team, outlining her five-competency framework that has launched and advanced the customer experience transformation in businesses around the world.
Show the Best Version of Yourself to the world
“Experience” without HUMANITY is just a bunch of tactics. This keynote is a fast-track lift-off for your customer experience efforts inspiring your audience to include the often-overlooked critical element of transformation: understanding the human at the end of your decisions.
The most admired companies who earn ardent admirers and organic growth angst over who these people are, how they live their lives, and understand their goals. They build respect, honor and trust into their operating model and with their people. And they are celebrated for how they show up as people, and for the care, the thoughtfulness and the humanity that they have woven into their operating model.
In this keynote, adapted from Jeanne’s book, Would You Do that To Your Mother?!, you work with Jeanne in collaboration to customize your content for your audience. Together you select the case studies in each of the four areas that define the lives of their customers.
As a result, your audience will receive a path for actions they can take immediately, often with very little investment, rather than a shift in attitude and commitment to act. This is a fast-paced and uplifting ride of the reality of the lives of our customers, blended with turning on “aha!” moments to get people motivated and moving.
That Raise Up a Company and Its People
“Experience” in its purest form…is Leadership BRAVERY. It is Leadership Bravery in making choices that enable your people to rise. It is clearly knowing and living conscience-led decisions about what you will and will not do, to grow. It is leaders who model behaviors honoring customers and employees – that everyone can model across your entire organization.
And it is honoring customers’ lives in how you enable them to achieve their goals, make them feel honored and respected, and in the end…earn their admiration for how you conduct yourself in business, and for the kind of people you are. This yields what Jeanne Bliss calls “Admirable Growth.”
This growth fuses people to you. It raises your employees and it elevates your company in the marketplace. It establishes the legacy for how you’ll be remembered.
In this keynote learn the 5 key acts of LEADERSHIP BRAVERY that drive this powerful type of growth few companies achieve.
Travel with Jeanne as she guides your audience on a tour of the behaviors and actions of leaders where entire companies who are freed, celebrated and guided to follow a course that raises the spirit of their people and elevates them to do more and achieve more than their competitors. And learn how you can find your path to this type of admirable and prosperous growth and legacy.
An unplugged conversation on creating the best version of your organization
Audiences love nothing more than authentic, transparent, real-time talk about the issues that are shaping their work and their lives. Since 2002, Jeanne has guided over 20,000 strategic conversations with leaders in almost every business vertical to better understand their customers’ experiences, and the value of knowing that improving lives should be at the core of every company’s mission. B
ring your audience into this idea-rich conversation between Jeanne and one of your leaders, to explore the opportunities that each person in your organization has to improve the lives of your customers, and ultimately inspire customers to become the army that makes your organization known and beloved in the marketplace. If you are already doing a keynote with Jeanne, it’s her pleasure to add this in as her gift, time-permitting.
Jeanne Bliss is a globally recognized leadership advisor and keynote speaker who pioneered the Chief Customer Officer role at Lands’ End, Microsoft, Coldwell Banker, and Allstate. Over a 35-year career, she has guided more than 20,000 leaders using her five-competency framework to help companies achieve customer-driven growth and exceptional loyalty. Jeanne is also the founder of CustomerBliss and co-founder of the Customer Experience Professionals Association
Jeanne Bliss is a transformative force in customer experience, renowned for her ability to guide organizations toward becoming their best selves. With a clear and actionable framework, she helps businesses build lasting, meaningful connections with their customers. Over her decades-long career, Jeanne has pioneered the path of customer loyalty and experience, showing companies how to align their operations with customer-centric values that result in memorable interactions. Her insights and strategies have empowered organizations across industries to create cultures that resonate deeply with their clients, fostering loyalty and driving long-term success.
As the founder of Customer Bliss and a five-time Chief Customer Officer, Jeanne has a wealth of experience in helping companies define the behaviors and actions that create deep, emotional connections with customers. She has dedicated her career to helping businesses create human-first strategies that build trust, foster loyalty, and promote sustained growth. Jeanne’s message is clear: when companies lead with humanity, they build strong relationships that make them unforgettable.
Jeanne Bliss is a pioneer in customer experience and leadership transformation, with over 35 years of experience in the field. She has worked with Fortune 500 companies, including Lands’ End, Microsoft, and Coldwell Banker, helping them design customer-centric strategies that lead to long-term growth and loyalty. Jeanne’s experience as a five-time Chief Customer Officer, where she developed customer experience practices from the ground up, gives her a unique vantage point in the industry. Her deep understanding of customer behavior and business operations has helped companies across sectors align their actions with customer expectations, driving improved loyalty and satisfaction.
In addition to her extensive corporate experience, Jeanne is the author of several bestselling books, including Chief Customer Officer 2.0 and Would You Do That to Your Mother?. These works are considered foundational texts for anyone looking to create a customer-first culture. Jeanne’s books have been translated into multiple languages, further proving her global reach and influence. Her ability to distill complex customer experience theories into practical, actionable advice makes her a trusted advisor to many of today’s top organizations.
Jeanne’s expertise is also recognized through her thought leadership and contributions to industry knowledge. She is a sought-after speaker at customer experience conferences worldwide and frequently contributes to major publications, including Harvard Business Review and Forbes. Her deep expertise and passion for creating transformative customer experiences make her one of the leading voices in the customer experience field.
Jeanne Bliss’s extensive experience working with major global companies in executive roles has shaped her as a leading expert in customer experience strategy. As the Chief Customer Officer for five major corporations, she built customer experience frameworks from scratch, guiding companies through cultural shifts toward customer-first values. Her track record of developing impactful strategies that foster deep connections between businesses and their customers is unmatched.
Her role as a pioneer in customer experience extends to her founding Customer Bliss, a consultancy where she advises businesses on how to implement human-centered strategies. Jeanne’s career has been built on the principle that companies thrive when they prioritize meaningful customer relationships. She has helped organizations of all sizes—from startups to global corporations—implement change that resonates with both employees and customers. Her strategies don’t just focus on short-term results; they create long-lasting, sustainable growth through customer loyalty.
Jeanne’s expertise spans multiple industries, making her an excellent fit for events in sectors ranging from retail to finance to technology. She is adept at tailoring her message to the specific needs of her audience, ensuring that her content is relevant and actionable for each unique group. Jeanne has a proven track record of helping companies create lasting change through customer-centric leadership, and her keynotes reflect this wealth of experience.
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Why putting customers’ lives first creates growth and loyalty
Jeanne Bliss explains that the companies people truly love grow because they consistently show they have their customers’ best interests at heart. Leaders must recognize that to reach business goals, they first need to help customers reach theirs.
She shares examples: Cole Haan designs shoes around real-life needs, even using sneaker technology inside heels to reduce pain. Stitch Fix personalizes clothing boxes by blending lifestyle data, Pinterest boards, AI, and human stylists — and in one case, they sent both comfortable clothes and flowers to a customer going through chemotherapy.
Bliss highlights Indra Nooyi, who as PepsiCo’s CEO began handwriting letters to the parents of her executives, thanking them for the values they instilled. She stresses that while technology is critical, it should be used to enable human care — the gate agent who notices a frantic traveler makes more impact than an app.
Trust is at the center of every customer relationship. Companies often expect trust but fail to give it back. She points to Lemonade Insurance, which built a model on fairness and conscience: transparent pricing, customer-chosen charities, and instant claims through an AI bot requiring a video pledge of honesty.
Bliss closes by urging leaders to choose to empower employees, remove frustrating customer experiences, and balance relationships so that both customers and employees win. In her words, leadership bravery creates businesses that are admired, prosperous, and truly beloved.
[00:00] Beloved companies show customers they have their best interests at heart.
[00:40] Example: Cole Haan builds shoes based on customer lifestyles.
[01:25] Why customers hate repeating themselves to companies.
[02:10] Example: Stitch Fix blends data, AI, and human stylists to personalize clothing.
[03:50] Indra Nooyi’s handwritten letters to executives’ parents at PepsiCo.
[05:20] Technology should enable care, not replace it.
[06:30] Trust as the foundation of customer relationships.
[07:10] Example: Lemonade Insurance’s conscience-driven business model.
[09:00] How trust fuels customer loyalty and business growth.
[09:40] Closing: Choose to empower employees, remove friction, and start with the customer’s life.
Jeanne Bliss is a transformative force in customer experience, renowned for her ability to guide organizations toward becoming their best selves. With a clear and actionable framework, she helps businesses build lasting, meaningful connections with their customers.
How understanding real lives drives new growth opportunities
Jeanne Bliss explains that when companies truly begin by understanding their customers’ lives, they uncover opportunities for innovation that surveys alone would never reveal.
She shares the story of Careem, the ride-sharing service in the Middle East. The company noticed a decline in usage among a segment of riders. Instead of relying only on data, they observed customers’ lives more closely and discovered the reason: many were becoming parents. Parents needed car seats for their children, something traditional ride-sharing apps didn’t provide.
By starting with the customer’s life first, Careem created “Careem Kids”, an option within the app offering cars equipped with child seats. The result was impressive, the service grew by nearly 300% after launch, proving that customer-centered innovation drives real business results.
[00:00] The importance of starting with the customer’s life.
[00:15] Case study: Careem, the “Uber of the Middle East,” notices rider decline.
[00:35] Discovery — many customers were becoming parents.
[00:50] Parents needed car seats, which ride-sharing apps didn’t offer.
[01:05] Careem launches “Careem Kids” with built-in car seat option.
[01:20] Outcome: the service grows 300% after launch.
Shifting from silo-driven agendas to customer-centered growth
Jeanne Bliss explains that as marketers and leaders, our responsibility is to connect the organization around the customer’s life—not our internal silos or agendas. She calls this role becoming the “human duct tape” of the organization, uniting teams through customer storytelling and behaviors that consistently honor the customer as the business’s most important asset.
She emphasizes that growth should not be measured only by sales spreadsheets or corporate assets. Instead, leaders should ask: “Did the experience we delivered earn us the right to growth?” This is about doing what she calls “customer math”—looking at how many customers came in, how many left, and their value, not just percentages or retention rates.
Bliss stresses the importance of thinking about customers as real people. For example, saying “We gained 35,000 customers but lost 25,000” highlights the lives behind the numbers. The “why” behind customer loss also matters, because often, customers leave when businesses fail to honor who they are at key points in their journey.
For Jeanne, this customer math isn’t just data it should make us feel it in our gut. As she puts it with her Italian roots, leaders should feel a little “aida” (a sting in the belly) when customers walk away. That discomfort fuels accountability and action.
[00:00] Storytelling should begin with the customer’s life, not internal silos.
[00:25] Jeanne’s concept of becoming the “human duct tape” of the organization.
[00:50] Customer as the core asset—rethinking growth metrics.
[01:20] The key question: Did we earn the right to growth this month/quarter/year?
[01:45] Customer math: counting whole numbers, not just retention rates.
[02:15] Example: 35,000 customers gained, 25,000 lost—what that really means.
[02:40] Why customers leave: failing to honor their lives and needs.
[03:05] Feeling the loss—leaders should have a “sting in the belly” when customers walk away.
It’s the idea of building relationships so memorable that people line up three blocks long to say goodbye—measuring impact and legacy.
Inspired by her father’s impactful customer service at a Buster Brown shoe store, she brings empathy and humanity into CX leadership.
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