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Would You Do That to Your Mother? : The "Make Mom Proud" Standard for How to Treat Your Customers
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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 doctor's 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. Then think about your employees who have to deliver these moments. Bliss shows how putting mom in the bullseye of decisions can turn "gotcha" moments into "we've got your back" moments - often at little or no cost - by enabling employees to care for the many small frustrations that make customers feel like they're sinking. This book will help your company join the #MakeMomProud movement, and dramatically improve both your customer and employee experiences. 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. Bliss identifies the four principles that guide Make-Mom-Proud companies. For instance: * -"Be the person I raised you to be": Vail resorts, 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." * -"Take the high road": Virgin Hotels, 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. * -"Put others before yourself": Canada's 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 you're contemplating your company's returns policy, its social media presence, or its big-picture strategy, this question will make your people more empathetic and empowered, powering your growth through lessons learned from mom.