In this One Win Book Review, we take a look at Would You Do That to Your Mother?: The “Make Mom Proud” Standard for How to Treat Your Customers by Jeanne Bliss.
Check out the video below to hear Adam’s one win that you can take away from Would You Do That to Your Mother? to improve your organization’s customer experience and customer service.
FROM THE PUBLISHER:
Picture your mom deciphering the terms of her credit card contract, struggling through an 800-number menu for assistance, or waiting nervously 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 leadership and business practices, and by enabling employees to care for frustrations that make customers feel like they’re sinking. The result is a playbook to help your company #MakeMomProud.
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.
For more info, go to https://www.customerbliss.com/books/would-you-do-that-to-your-mother/.
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By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.