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"Necessity may be the mother of invention. But mothers are an inspiration to virtuous business growth. Their no strings attached treatment reminds us of what pulls us toward people who have our best interests at heart. The best companies focus on helping customers achieve their goals—and grow as a result. Like our moms they are selfless, brave, and think of us first. They start with our life and earn the right to grow by proving with their actions, not their words that they are in our corner."
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"The Customer Room is the glue that unites a leadership team to focus and improve customers' lives to earn the right to growth.
Building a customer room to step leaders and the organization through your customers' lives and walk in their shoes monthly, quarterly, and annually is one of the most robust actions you can take to align leaders and drive customer-driven action. It engages leaders personally in customers' lives and unites them to make decisions. It establishes an accountability forum that transcends most governance meetings on the subject, where projects are reported but engaging in understanding and improving customers' lives is not always built-in."
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"How you apologize is your humanity litmus test. Let's face it, at some point; your business will suffer a failure that disappoints customers. How your company reacts, explains, removes the pain, and takes accountability for actions signals how you think about customers, and the collective heart of your organization. Grace and wisdom guide decisions of beloved companies toward accepting responsibility and resolving the situation when the chips are down—not accusations and skirting accountability. Repairing the emotional connections well is a hallmark of companies we love. It makes us love them even more."
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"Rate your experience from 1 to 10." "Would you recommend our company?" We ask the questions of our customers. But what do we do with their answers? Jeanne Bliss gives us the action plan to actually make our customers happy with our services.
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