Episode 001: Achieving a Mission-Driven Customer Experience with Jeanne Bliss and Katie Hunt

Meet our guests:

Jeanne Bliss guides companies to the achievement of business growth through leadership bravery and elevated business practices. She is known globally for transforming business to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Bliss' 5-Competencies for customer-driven growth have been adopted around the world, and her 4 best-selling books on customer experience and leadership are the guidebooks of the CX Profession. Jeanne Bliss has delivered over 1,500 transformative keynotes globally, has coached over 20,000 leaders on leading to elevate their company in the marketplace, with sustainable growth. Jeanne Bliss is the cofounder of the customer experience professionals association and is fondly known as the “godmother” of customer experience.

Katie Hunt is the Co-Founder and Chief Revenue Officer of SHOWFIELDS, The Most Interesting Store in The World. She began her career as the third employee of Warby Parker, served as Chief Brand Officer for Hinge, where she led the charge for their relaunch and rebrand and has worked extensively with startups in branding, product development, marketing, operations, and fundraising. Additionally, Katie is the Co-Founder of The Fund, which is a VC fund made up of a community of founders and operators that invests and mentors early-stage companies in NYC, LA, and London.

Key Takeaways:

[2:45] The Challenge: How to reorient our minds to a mission-driven CX.

[3:18] This generation is responsible for creating a new workflow and work path that enables mission-driven work for all.

[5:52] Nate talks about the evolution of CX.

[6:42] Punch #1: Know it! Do you know the goals of your customers? Our job is to help customers to improve.

[8:50] What does your brand stand for at its core?

[10:21] How do we want to be defined as people?

[10:49] The goal map is not about the organization’s goals but about the customers’ goals.

[13:24] Nate talks about the importance of thinking about the customers and driving them to their definition of success.

[14:34] Punch #2: Build guard rails so you can live up to your ideals and hold everyone accountable.

[18:05] Choose who will and will not be inside the organization to live the guard rails.

[20:35] Punch #3: Make it real! Put your money where your mantra is.

[22:38] The happiest employees are those who are more likely to celebrate other people.

[24:31] Katie and Jeanne extend their advice to CX professionals struggling with their organizations.

Mentioned in this Episode:

Officium Labs: The Future of Service

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