Deliver a Customer Experience That Would Make Mom Proud

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Top Takeaways:

• “Make Mom Proud” businesses are companies that are deliberate regarding how they will and will not make revenue, how they will enable employees to do the right thing, how they charge customers, and how they make it easy or hard to do business.
• Jeanne encourages listeners to go to make-mom-proud.com to join the #MakeMomProud movement by posting a picture of their mother and writing something they’ve done to make her proud.
• Because customers first interact and communicate with a company’s employees, businesses must first have happy employees.
• Would You Do That to Your Mother? which includes 32 case studies, is split into five parts:
  1. Be the Person I Raised You to Be
     • This chapter discusses enabling your employees to thrive. Bliss emphasizes that hiring is the most important decision for businesses.
  2. Don’t Make Me Feed You Soap
     • This part of the book describes the importance of honoring your customers’ time.
  3. Put Others Before Yourself
     • For businesses to achieve their own goals, they must first make it possible for customers to achieve their goals.
  4. Take the High Road
     • Bliss discusses the need to be fair and not take advantage of customers. Instead, businesses and customers become partners.
  5. Stop the Shenanigans
     • This section of the book summarizes the “mom” lens with questions and includes a “Make-Mom-Proud-ometer” to help evaluate your organization and find out how close you are to be having a “Make Mom Proud” business.

Quotes:

“Reward ingenuity. Trust people for going out and taking action – sometimes risky action. Celebrate that!” – Jeanne Bliss

“Would you give your mother a four-hour window in which you might show up to visit her?” – Jeanne Bliss

“Redesign your business to help your customers achieve their goals, and then you will achieve your own.” – Jeanne Bliss

About:

Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

1. What steps must businesses take to “make mom proud”?
2. How can companies use rewards to lift people’s spirits?
3. What role does the hiring process play in customer happiness?
4. What can businesses do to lead a business transformation?
5. How can companies create a partnership with their customers?