Would You Do That to Your Mother?

Jeanne Bliss

Would You Do That to Your Mother?

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Currently, customers are increasingly independent from companies! When a customer comes into contact with the people who represent the company, it becomes essential that these people "take care of them", that they take care of the customer experience in detail. All this translates into the "make mom proud" method. Would You Do That to Your Mother? reveals why a company should remove unpleasant moments from customers' lives such as waiting, complexity, uncertainty, anxiety, concern and fear, and it tells us how to do just that.

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Analysis and key concepts

01.

A business lesson with mom

02.

Bring the values transmitted by mom to the company

03.

Use "soap" actions to remove unpleasant moments in customers' lives

04.

Change the starting point and put others before yourself

05.

How to flip traditional business practices

06.

Quotes

07.

Take-home message

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Many useful tips to:

  • Transform corporate culture through a customer experience oriented approach.
  • Beat the competition by doing the right thing.
  • Help those who work in a team and have direct contact with customers.

Jeanne Bliss is among the top customer-focused leadership experts and holds the chief customer officer role. For over 20 years, she has been responsible for customer experience at Lands' End, Coldwell Banker, Allstate, Mazda and Microsoft. Since 2002 she has led the transformations of customer experience for the main global organizations through her company, Customer Bliss, and has inspired the public through her numerous speeches. She is the co-founder of the Customer Experience Professional Association and has been called the "godmother of the customer experience". This is her fourth book.

Publishing house:

Portfolio

Year:

2018

Pages:

272

ISBN:

978-0735217812