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Start giftingWould You Do That to Your Mother?
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Learn moreHow would your company act if every customer were your mom?
How do we cut through the rigmarole of business to give customers the treatment they desire, and employees the ability to deliver it? Customer experience expert Jeanne Bliss recommends making business personal to get the traction you need by focusing on one deceptively simple question: "Would you do that to your mother?"
Picture your mom struggling through an 800 number menu for assistance, deciphering the terms of her phone contract, or waiting hours for a doctor's appointment. Imagine her joy when she finally reaches someone to discuss her warranty claim, and then her frustration when her claim is turned down three days out of warranty.
Bliss shows how to turn "gotcha" moments into "we've got your back" moments by rethinking business practices, and by enabling employees to fix the frustrations that make customers feel like they're sinking. The result is a playbook to help you #MakeMomProud.
Its 32 case studies offer lessons from some of the most impressive and inspiring leaders in their industries, as well as tools you can start applying immediately. For instance:
* Vail resorts, the world's largest ski resort operator, banned the three words "Our policy is..." from their vocabulary, freeing employees to take spirited actions to deliver "the experience of a lifetime."
* Virgin Hotels, named #1 U.S. hotel by Conde Nast Reader's Choice Awards, walked away from price gouging at the mini bar, so you'll never pay more for that Snickers bar than what you'd pay at the corner market.
* Canada's Mayfair Diagnostics spent over a year studying the emotions of patients entering an imaging clinic, so they could redesign their welcome to deliver warmth and caring over procedure and process. The newly designed clinic achieved profitability in record time.
Whether you're contemplating your company's returns policy, its social media presence, or its big-picture strategy, this approach helps pinpoint causes of customer unrest and opportunities to deliver joy, so your company can anticipate needs, extend patience, and show respect at all times.
*Includes a Bonus PDF with a #MakeMomProud Quiz to advance customer experience and culture transformation.
Jeanne Bliss is one of the foremost experts on customer-centric leadership and the role of the chief customer officer. For over 20 years, she led customer experience executive at Lands’ End, Coldwell Banker, Allstate, Mazda, and Microsoft. Since 2002 she has guided customer experience transformations for major global organizations through her firm, CustomerBliss, and has inspired audiences through her keynote speeches. She is the co-founder of the Customer Experience Professional’s Association and has been called the “godmother of customer experience.” This is her fourth book.
Jeanne Bliss is one of the foremost experts on customer-centric leadership and the role of the chief customer officer. For over 20 years, she led customer experience executive at Lands’ End, Coldwell Banker, Allstate, Mazda, and Microsoft. Since 2002 she has guided customer experience transformations for major global organizations through her firm, CustomerBliss, and has inspired audiences through her keynote speeches. She is the co-founder of the Customer Experience Professional’s Association and has been called the “godmother of customer experience.” This is her fourth book.
Reviews
"Jeanne Bliss's book is for anyone who's serious about improving the customer experience. I loved her inspiring and practical case studies."—Dan Heath, co-author of Made to Stick, Switch, and The Power of Moments
“An actionable, smart, and fun book everyone in hospitality should read. It gets us back to why we’re in business in the first place.”
—Raul Leal, CEO of Virgin Hotels
“A fun read that gets to the heart of why the best companies prosper- because they let people be the best version of themselves at work.”
—Tony Hsieh, CEO of Zappos.com and author of Delivering Happiness
“Jeanne Bliss has written a masterpiece, filled with commonsense ideas that will hit you in the heart. It’s a book that every employee will want to read, and every leader should.”
—Colleen Barrett, president emeritus, Southwest Airlines
“Jeanne Bliss gets us to the core of designing moments that matter most to our employees and those we serve–the most brilliant strategy in any business.”
—Dr. Adrienne Boissy, chief experience officer, Cleveland Clinic
“Jeanne Bliss has made the complex simple by articulating customer experience in concepts that resonate and inspire action.”
—Allison Circle, chief customer experience officer, Columbus Metropolitan Library
“This is a practical real-world book that transcends business to address our lives as customers. In her straight talk and whimsical manner, Jeanne gently prods us toward behaviors that elevate companies and earn growth through customer admiration and word of mouth.”
—Martin Hand, Chief Donor Officer, ALSAC, the fundraising and awareness organization for St. Jude Children's Research Hospital Expand reviews