Would You Do That to Your Mother?


Edition: US - Hardback
Price:
Sale priceHK$188.00 Regular priceHK$280.00
Stock:
Re-stocking soon
Product Info
English Age Adult - Adult
272 pages 5.73 x 8.52 x 0.94 in
Approx. weight: 0.84 lb
Publication date: 08 May,2018
Barcode: 9780735217812 Portfolio

More books in English for Age Adult - Adult
  • Customer services
  • Sales and marketing

Description

By: Jeanne Bliss  
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, 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." 
 
Step 2. “Don’t Make Me Feed You Soap” 
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.
 
Step 3. “Put Others Before Yourself”
Determine if your focus is on helping customers achieve their goals – 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.
 
Step 4.  “Take the High Road”
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.
 
Step 5.  “Stop the Shenanigans!”
Evaluate your current company behaviors and identify the key actions that you can begin immediately.   
 
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 “mom lens” to reflect continuously on your performance, and a “make-mom-proud-ometer” quiz – the book makes Bliss’s approach accessible and approachable.
 
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.

You may also like

熱銷中 Top Trending

View all
Dog Man 13: Dog Man: Big Jim Begins: A Graphic Novel (Dog Man #13)-Graphic novel / Comic book / Manga: genres-買書書 BuyBookBook
Dog Man 13: Dog Man: Big Jim Begins: A Graphic Novel (Dog Man #13)
Sale priceHK$79.00 Regular priceHK$150.00
In stock
The Anxious Generation
The Anxious Generation
Sale priceFrom HK$197.00 Regular priceHK$300.00
In stock
Treehouse, The (正版) Boxset / Bundle with QR code Audio (Andy Griffiths)-Fiction: 幽默搞笑 Humorous-買書書 BuyBookBook
Treehouse, The (正版) Boxset / Bundle with QR code Audio (Andy Griffiths)
Sale priceFrom HK$169.00 Regular priceHK$673.00
In stock
The Wild Robot Series Boxset
The Wild Robot Series Boxset
Sale priceFrom HK$139.00 Regular priceHK$201.00
In stock
神奇柑仔店18:紅子與錢天堂的起點 (廣嶋玲子)-故事: 奇幻魔法 Fantasy & Magical-買書書 BuyBookBook
神奇柑仔店18:紅子與錢天堂的起點 (廣嶋玲子)
Sale priceHK$78.00 Regular priceHK$120.00
In stock
Diary of a Wimpy Kid: Hot Mess (Book 19)
Diary of a Wimpy Kid: Hot Mess (Book 19)
Sale priceHK$85.00 Regular priceHK$210.00
In stock
Press Start! (正版) Bundle (Branches)-Fiction: 歷險科幻 Adventure & Science Fiction-買書書 BuyBookBook
Press Start! (正版) Bundle (Branches)
Sale priceHK$479.00 Regular priceHK$635.90
In stock
Minecraft Advent Calendar: 24-Book Collection-Children's / Teenage general interest: Computer and video games-買書書 BuyBookBook
Minecraft Advent Calendar: 24-Book Collection
Sale priceHK$149.00 Regular priceHK$309.00
In stock
Harry Potter (正版) Children Edition #1-7 (7 Books) (J.K. Rowling) (printed in UK) - 買書書 BuyBookBook
Harry Potter (正版) Children #1-7 Collection (7 Books)(J.K. Rowling)(printed in UK)
Sale priceFrom HK$459.00 Regular priceHK$799.00
In stock
Outlive
Outlive
Sale priceHK$177.00 Regular priceHK$270.00
In stock
Press Start! #14 Super Game Book! Special Edition (Branches)-Fiction: 歷險科幻 Adventure & Science Fiction-買書書 BuyBookBook
Press Start! #14 Super Game Book! Special Edition (Branches)
Sale priceHK$48.00 Regular priceHK$80.00
In stock
Press Start! #15 Mega Mole Girl Digs Deep! (Branches)-Fiction: 歷險科幻 Adventure & Science Fiction-買書書 BuyBookBook
Press Start! #15 Mega Mole Girl Digs Deep! (Branches)
Sale priceHK$48.00 Regular priceHK$98.00
In stock
如果歷史是一群喵 (14) 明末清初篇-非故事: 歷史戰爭 History & War-買書書 BuyBookBook
如果歷史是一群喵 (14) 明末清初篇
Sale priceHK$102.99 Regular priceHK$163.00
In stock
InvestiGators: Class Action-Graphic novel / Comic book / Manga: genres-買書書 BuyBookBook
InvestiGators #08 Class Action
Sale priceHK$67.00 Regular priceHK$182.00
In stock
神奇柑仔店17:消痛巧克力的危機 (廣嶋玲子)-故事: 奇幻魔法 Fantasy & Magical-買書書 BuyBookBook
神奇柑仔店17:消痛巧克力的危機 (廣嶋玲子)
Sale priceHK$78.00 Regular priceHK$120.00
In stock
Mufasa: The Lion King Novelization-Children’s / Teenage fiction: General and modern fiction-買書書 BuyBookBook
Mufasa: The Lion King Novelization
Sale priceHK$59.00 Regular priceHK$90.00
In stock
InvestiGators #01 (正版)(John Patrick Green)-Fiction: 幽默搞笑 Humorous-買書書 BuyBookBook
InvestiGators #01
Sale priceFrom HK$75.00 Regular priceHK$104.00
In stock
屁屁丹迪 #07 阿拉丁與神燈! (Troll)-故事: 偵探懸疑 Detective & Mystery-買書書 BuyBookBook
屁屁丹迪 #07 阿拉丁與神燈! (Troll)
Sale priceHK$65.00 Regular priceHK$100.00
In stock
100 things to know about Science Usborne
100 things to know about Science
Sale priceHK$79.00 Regular priceHK$119.00
In stock
Dog Man (正版) Bundle (Dav Pilkey)
Dog Man (正版) Bundle (Dav Pilkey)
Sale priceFrom HK$269.00 Regular priceHK$499.00
In stock
如果歷史是一群喵 套裝
如果歷史是一群喵 套裝
Sale priceFrom HK$371.99 Regular priceHK$590.00
In stock
Kay's Anatomy: A Complete (and Completely Disgusting) Guide to the Human Body (Adam Kay)-Nonfiction: 科學科技 Science & Technology-買書書 BuyBookBook
Kay's Anatomy
Sale priceFrom HK$69.00 Regular priceHK$100.00
In stock
Dog Man (正版) #11 Twenty Thousand Fleas Under the Sea (Dav Pilkey)-Fiction: 幽默搞笑 Humorous-買書書 BuyBookBook
Dog Man (正版) #11 Twenty Thousand Fleas Under the Sea (Dav Pilkey)
Sale priceFrom HK$59.00 Regular priceHK$90.00
In stock
Inheritance Games, The #4 The Brothers Hawthorne (Jennifer Lynn Barnes)-Fiction: 劇情故事 General-買書書 BuyBookBook
Inheritance Games, The #4 The Brothers Hawthorne (Jennifer Lynn Barnes)
Sale priceFrom HK$79.00 Regular priceHK$126.00
In stock
Why Nations Fail
Why Nations Fail
Sale priceFrom HK$107.00 Regular priceHK$170.00
In stock
Surrounded by Idiots-Self-help/ personal development/ practical advice-買書書 BuyBookBook
Surrounded by Idiots
Sale priceHK$97.00 Regular priceHK$143.00
In stock

Recently viewed