9780525532729_

How 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 doctors 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 weve got your back moments by rethinking business practices, and by enabling employees to fix the frustrations that make customers feel like theyre 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 worlds 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 Readers Choice Awards, walked away from price gouging at the mini bar, so youll never pay more for that Snickers bar than what youd pay at the corner market.
Canadas 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 youre contemplating your companys 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.

(*_*)9780525532729_

How would your company act if every customer were your mom?

Bliss shows how to turn "gotcha" moments into "weve got your back" moments by rethinking business practices, and by enabling employees to fix the frustrations that make customers feel like theyre 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 worlds 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 Readers Choice Awards, walked away from price gouging at the mini bar, so youll never pay more for that Snickers bar than what youd pay at the corner market.
Canadas 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.

Includes a Bonus PDF with a #MakeMomProud Quiz to advance customer experience and culture transformation.

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Would You Do That to Your Mother?

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