Would You Do That to Your Mother?: The "make Mom Proud" Standard for How to Treat Your Customers

By Jeanne Bliss
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.



    RELATED ARTICLES

EDITOR'S CHOICE: Would You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers

Posted May 11, 2018, 1:17 PM with category of Marketing & Sales
Jeanne Bliss provides a single question that will make our businesses better, in every sense of the word "better." Read more

NEW RELEASES: Business Books to Watch in May

Posted May 2, 2018, 12:00 PM with category of Publishing Industry
In order of their release dates, these are just some of the books we're hoping to get to know better in May. Read more




    SHARE THIS
Embedicon
 
9780735217812
eBook

  Choose a format

Price: $21.60/ea
LIST PRICE: $27.00

Bulk Hardcover Non-returnable Discounts
Quantity Price Discount
1 - 24 $21.60 20%
25 - 99 $16.74 38%
100 - 249 $16.20 40%
250 - 499 $15.66 42%
500 - 999 $15.39 43%
ISBN: 9780735217812

About the Hardcover

Publisher Portfolio
Publish date 05/08/2018
Pages 272
ISBN-13 9780735217812
ISBN-10 0735217815
Language English

Need 1000 or more?

Additional discounts may be available for print books. We also offer pricing for RETURNABLE orders. Please call 1-800-236-7323 or email us to request a quote.