Beschreibung Would You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers. Customer experience pioneer Jeanne Bliss shows why “Make Mom Proud” companies outperform their competition. Her 5-step guide to customer experience and culture transformation makes this achievement possible. Bliss urges companies to make business personal to earn ardent fans and admirers, by focusing on one deceptively simple question: "Would you do that to your mother?" “Make Mom Proud” companies give customers the treatment they desire, and employees the ability to deliver it. They turn “gotcha” moments into “we’ve got your back” moments by rethinking business practices, and they enable employees to be part of the solution to fix customer frustrations. Bliss scoured the marketplace seeking companies who excel at living their core values, grounded in what we all learned as kids. She offers a five-step plan for evaluating your current behaviors and implementing actions at every level of the organization. Step 1. “Be the Person I Raised You to Be” Understand how you are hiring, developing and trusting employees to bring the best version of themselves to work. Vail resorts, for example, 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." Step 2. “Don’t Make Me Feed You Soap” Learn the eight key frustrations that bind us as customers (waiting, fear, anxiety, the black hole of no communication, etc.) and how to apply actions from companies who are delivering a seamless, frictionless and easy experience. Step 3. “Put Others Before Yourself” Determine if your focus is on helping customers achieve their goals – and evaluate how that is fueling your growth. Canada's Mayfair Diagnostics, for example, 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. Step 4. “Take the High Road”Learn how companies who do the right thing rise above the competition. Virgin Hotels, for example, 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. Step 5. “Stop the Shenanigans!” Evaluate your current company behaviors and identify the key actions that you can begin immediately. With 32 case studies and examples from more than 85 companies, this is a practical and easy to follow guide for your experience and culture transformation. Filled with comics to snapshot our experiences as customers, a “mom lens” to reflect continuously on your performance, and a “make-mom-proud-ometer” quiz – the book makes Bliss’s approach accessible and approachable. Join the movement to #MakeMomProud by applying this book across your organization. Whether you're contemplating your company's returns policy, its social media presence, or its big-picture strategy, this approach will help your company anticipate both employee and customer needs, extend patience, and show respect at all times.
The Book: Would You Do That to Your Mother - Make Mom Proud ~ Wait for your copy of Would You Do That To Your Mother to arrive on or after May 8th! About Jeanne Bliss Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Landsâ End, Microsoft, Coldwell Banker and Allstate Corporations.
Would You Do That to Your Mother?: The "Make Mom Proud ~ Would You Do That to Your Mother?: The Make Mom Proud Standard for How to Treat Your Customers [Bliss, Jeanne] on . *FREE* shipping on qualifying offers. Would You Do That to Your Mother?: The Make Mom Proud Standard for How to Treat Your Customers
: Would You Do That to Your Mother?: The "Make ~ Bliss urges companies to make business personal to earn ardent fans and admirers, by focusing on one deceptively simple question: "Would you do that to your mother?" âMake Mom Proudâ companies give customers the treatment they desire, and employees the ability to deliver it. They turn âgotchaâ moments into âweâve got your back .
Would You Do That to Your Mother? : The Make Mom Proud ~ Find many great new & used options and get the best deals for Would You Do That to Your Mother? : The Make Mom Proud Standard for How to Treat Your Customers by Jeanne Bliss (2018, Hardcover) at the best online prices at eBay! Free shipping for many products!
Would You Do That To Your Mother?, The Make Mom Proud ~ Save on Would You Do That To Your Mother?, The Make Mom Proud Standard for How to Treat Your Customers by Jeanne Bliss. Shop your textbooks from Jekkle today. Jeanne Bliss's previous book, I Love You More Than My Dog, won fans for its warm, witty style and immediately applicable content. Now she's back with one deceptively simple question- "Would you do th . Get FREE standard shipping on all .
Would You Do That to Your Mother? by Jeanne Bliss ~ Customer experience expert Jeanne Bliss recommends making business personal to get the traction you need by focusing on one deceptively simple question: âWould you do that to your mother?â Picture your mom struggling through an 800 number menu for assistance, deciphering the terms of her phone contract, or waiting hours for a doctorâs appointment.
Book Review: Would You Do That to Your Mother / DIYMarketers ~ The âMake Mom Proudâ Standard for How to Treat Your Customers. Jeanne asks us to take a step back from all of the bureaucracy and think about the myriad hoops weâre having our customers go through by posing the simple question â âWould you do that to your mother?â and if the answer is âNo!â, then itâs time to take a closer look at those systems and processes that we created .
Would You Do That to Your Mother? - Knowledge@Wharton ~ You can say what you are, but your customers are speaking what you really are. Theyâre speaking your values. Theyâre speaking your values. The third thing is the silos donât organically unite.
Make Mom Proud ~ In our lives as customers, we find hope, encouragement, and joy in companies who act with âcongruence of heart and habitâ â taking actions at work grounded in what they learned at home. Here we honor our moms, and those actions that make her proud. Please join usâŠshare YOUR story and a pic of your mom.
Must-Read Customer Experience Books in 2020 // Qualtrics ~ 2) "Would You Do That to Your Mother?: The 'Make Mom Proud' Standard for How to Treat Your Customers" by Jeanne Bliss. With 32 case studies and examples from more than 85 companies this book shows why âMake Mom Proudâ companies outperform their competition, and how to make this possible. A new book from Bliss, it provides a five-step guide .
Would You Do That to Your Mother?: The "Make Mom Proud ~ Chapter 1 Picture Your Mom. How would your company act if every customer were your mom? 1. Chapter 2 Be the Person I Raised You to Be. Enable employees to thrive 15. Chapter 3 Don't Make Me Feed You Soap! Make it easy to do business with you 68. Chapter 4 Put Others Before Yourself. Help your customers achieve their goals 124. Chapter 5 Take .
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