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

Customer experience pioneer Jeanne Bliss shows why â€œMake Mom Proudâ€ companies outperform their competition. Her 5-step guide to customer experience and culture transformation makes this achievement possible.Â
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Bliss urges companies toÂ makeÂ business personalÂ to earn ardent fans and admirers, by focusing on one deceptively simple question: "Would you do that to your mother?"Â
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â€œMake Mom Proudâ€ companies give customers the treatment they desire, and employees the ability to deliver it. They turn â€œgotchaâ€ moments into â€œweâ€™ve got your backâ€ moments by rethinking business practices, and they enable employees to be part of the solution to fix customer frustrations. Â
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Bliss scoured the marketplace seeking companies who excel at living their core values, grounded in what we all learned as kids. SheÂ offers a five-step plan for evaluating your current behaviors and implementing actions at every level of the organization.Â
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Step 1. â€œBe the Person I Raised You to Beâ€Â
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."Â
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Step 2.Â â€œDonâ€™t Make Me Feed You Soapâ€Â
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.
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Step 3. â€œPut Others Before Yourselfâ€
Determine if your focus is on helping customers achieve their goals â€“ 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.
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Step 4.Â â€œTake the High Roadâ€
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.
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Step 5.Â â€œStop the Shenanigans!â€
Evaluate your current company behaviors and identify the key actions that you can begin immediately.Â Â Â
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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 â€œmom lensâ€ to reflect continuously on your performance, and a â€œmake-mom-proud-ometerâ€ quiz â€“ the book makes Blissâ€™s approach accessible and approachable.
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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.
Country USA
Brand Portfolio
Manufacturer Portfolio
Binding Hardcover
ItemPartNumber 9780735217812
Color Multicolor
ReleaseDate 2018-05-08
UnitCount 1
EANs 9780735217812

Country	USA
Brand	Portfolio
Manufacturer	Portfolio
Binding	Hardcover
ItemPartNumber	9780735217812
Color	Multicolor
ReleaseDate	2018-05-08
UnitCount	1
EANs	9780735217812

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

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