Would You Do That to Your Mother?

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Would You Do That to Your Mother?: The Make Mom Proud Standard for How to Treat Your Customers by Jeanne Bliss
English | May 8th, 2018 | ASIN: B074YL5DPP, ISBN: 0735217815 | 272 Pages | EPUB | 11.58 MB

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.

Bliss shows how to turn "gotcha" moments into "we've got your back" moments by rethinking business practices, and by enabling employees to fix the frustrations that make customers feel like they're sinking. The result is a playbook to help you #MakeMomProud.

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.

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