Publisher's Synopsis
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, develop
