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Summary

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. For instance:

  • 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."
  • Virgin Hotels, named #1 US hotel by Conde Nast Reader's Choice Awards, walked away from price gouging at the minibar, so you'll never pay more for that Snickers bar than what you'd pay at the corner market.
  • 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 approach helps pinpoint causes of customer unrest and opportunities to deliver joy, so your company can anticipate needs, extend patience, and show respect at all times.  

Includes a bonus PDF with a #MakeMomProud quiz to advance customer experience and culture transformation. 

PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.  

©2018 Jeanne Bliss (P)2018 Penguin Audio

Critic reviews

"Jeanne Bliss's book is for anyone who's serious about improving the customer experience. I loved her inspiring and practical case studies." (Dan Heath, co-author of Made to Stick, Switch, and The Power of Moments)

“A fun read that gets to the heart of why the best companies prosper - because they let people be the best version of themselves at work.” (Tony Hsieh, CEO of Zappos.com and author of Delivering Happiness

“Jeanne Bliss gets us to the core of designing moments that matter most to our employees and those we serve - the most brilliant strategy in any business.” (Dr. Adrienne Boissy, chief experience officer, Cleveland Clinic) 

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I Love The Mom Lense Concept

A brilliant book, expertly narrated by the author. A wonderful approach to crafting excellence in customer experience, delivered with all the writers obvious passion. I'm on my second devouring of the audiobook and it's providing me with valuable strategies and insights that I know I'll utilize. Thanks Jeanne.

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  • Magnus
  • 03-09-21

You owe everything to your mom?

This entire book was a condescending trope celebrating mothers simply because they pooped out a kid. The author constantly made assertions that your success is entirely the result of the values your mother instilled in you. It’s a masturbatory, self-indulgent celebration of mothers (which the author is) disguised as a business book.

The root message of the case studies is that good customer service requires empathy - putting yourself in someone else’s shoes to understand their position. Yet, the entire book lacks empathy in that neglects that many many of people achieve success *in spite* of what they were raised with. Some people, frankly had physically and emotionally abusive mothers.

The performance of the narrator is god awful. It was smug and her voice sounded like an old nagging neighbor I have who won’t mind her own GD business and says things like “have a blessed day” or “family first”.

The basic business guidelines were nothing new, but solid. The author did a decent job of illustrating the concepts. But the cutesy theme of unquestioning celebration and attribution of everything good you do to your mother is insulting.

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  • 6760
  • 19-09-18

One simple question...


Jeanne Bliss states it very directly in this book. It all boils down to one question for your conscious and your conscious self......”Would do you do that to your Mother?” What an excellent read, definitely inspiring with all of the supporting tales of how many savvy companies “do the right thing” for thier valuable clients and customers. Highly recommended. Thank you, Jeanne Bliss for this book!