Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode you’ll learn about the importance of the Chief Customer Officer role, and how you can drive a customer-centric focus within your organisation that would make your mother proud.   Resources mentioned: Would You Do That To Your Mother (book), by Jeanne Bliss.    Key takeaways (starts at 28:48): Treat customers like assets Think about your processes in reverse so you can focus on the customer first. Place trust in your front-line staff. Become a customer experience leader within your own organisation.