Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association.

She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne Bliss guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, redirecting priorities to create transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations.

Jeanne Bliss

Meet Walt

Walt Rakowich has a passion for helping leaders create organizations that add real value to the lives of people who work in them, people who buy from them, and people influenced by them. His authentic brand of transfluent leadership has served him well in a global corporate environment. And it has made him a sought-after speaker and board member for nonprofits and Fortune 500 companies alike.

Real empathy is great, but it's elusive. For a vast majority of leaders, in fact, it's unnatural or downright impossible. So the time has come to re-examine our understanding of this term.

This bonus chapter to Transfluence describes why real empathy is such a challenge and how leading with honesty, humility, and heart is the key to four best-practices for sharing support even when you can't share another person's experiences.

How to Share Support When You Don't Share Another's Experience

Walt Rakowich

Rethinking Empathy