10 Tips to Make ’Em Love You in the New Year

The bottom line: Companies need to rearrange to please customers, rather than force them to navigate our organizational chart. Anything else feels like disrespect to customers. Make this your mantra: Customers defect when the silos don’t connect.

—Jeanne Bliss is managing partner of Customer Bliss and author of “Chief Customer Officer” (Jossey-Bass/A Wiley Imprint, 2006). She’s been inside companies for 25 years, arm wrestling on behalf of their customers. She developed her passion for the customer at Lands’ End. For more information, visit customerbliss.com.