Welcome to Deliver Bliss

Deliver Bliss is a customer experience blog that focuses on customer service, leadership, and word-of-mouth strategy.

There are millions of different blogs clamoring for your attention, so let me start off by thanking you for landing here. I hope you find something that helps both you and your customers; that’s why this site exists and that’s what this site delivers. If you’re passionate about customer experience, enjoy useful tips that work in real life, and maybe need a little inspiration from time to time, then I think you’ve landed in the right place. You can check out some of the more popular posts if you’re curious where to start.

This blog is for people that are…

Passionate about remarkable customer service
Curious about customer experience design
Searching for practical tips that really work
Looking for some inspiration
Willing to challenge the status quo
Interested in connecting with other linchpins

Customer Experience Simplified

Customer Experience is a broad and elaborate subject. Trying to manage something so complex can make you feel like Homer on a bad day at the office. Thankfully, a bad day for us won’t cause a nuclear meltdown, but sometimes it feels like that.

My last post on the Value of Customer Experience attempted to explain the three large components of customer experience, but it was a lot to chew on.

Managing the Value in Customer Experience

Friendly debates on the definition of customer experience never seem to end. They’re due in part to the conceptual nature of the topic, but most of the confusion can be attributed to the sheer size of the customer experience umbrella.

The Power of Social Media…and an Apology

I wrote a post a couple of weeks ago about a poor experience my wife had at The Gap. I thought it was a good story that conveyed the importance of consistency in the customer experience. I certainly didn’t write it expecting any response or retribution from The Gap, but that’s exactly what I ended up with.

Follow Friday – Edition #7

Welcome to the seventh edition of my Follow Friday series. Seven is a lucky number, which makes perfect sense because I’m lucky I found these three great people on Twitter.

The Perception Baseline

What is customer experience? That’s a question many people are still trying to answer. It’s easy to get confused and overwhelmed by the various definitions floating around the web. While many have tried to capture the entire subject in one confusing run-on sentence, I like to keep things simple. That’s why I’ve always preferred

Newton’s Law of Authenticity

A man was sitting on his couch one evening, enjoying a book, when he spotted a mouse crawling across his floor. He jumped up and attempted to kill it with his boot, but the mouse scurried under the fridge. The man, now removed from his book and intent on killing the mouse, walked over to the pantry to find a mousetrap. After locating a rather large trap that would surely do the trick, he realized he didn’t have any cheese. No matter, the man thought,

Mind the Gap in your Customer Experience

In a previous post about winning your customers’ hearts we learned that every interaction creates a personal reaction. This means that every customer experience needs to be as positive as possible. Gaps in your customer experience derail any positive momentum you created with prior interactions. They confuse your customers and create a perception that you are unreliable and inconsistent.

Follow Friday – Edition #6

Welcome to the sixth edition of my Follow Friday series. It’s been a busy week for me at work; I traveled this week to meet with a new client and I’ll be on another plane today to attend a wedding in California. All that work and travel has kept me from writing as much as I wanted, but I made sure to get this one done because these two recommendations are must-follows.

55 Customer Experience Blogs You Should Be Reading

I do a lot of reading online, maybe more than I should. Not all of these are necessarily “customer experience blogs,” but all of them provide insight into the mind of the customer, and inspiration for better customer experiences.