10 questions to help measure a “beloved company”

Customer experience expert Jeanne Bliss explains what 10 things make a company so lovable it gives them a competitive edge. She also shares why earning your customers' love takes making proactive decisions.

This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog.

Beloved companies decide differently than everybody else.

Acutely aware of how their every action impacts how customers feel and respond to them, they take the time to make purposeful decisions about the contacts they have with customers. Beloved companies make a choice. They actively decide to connect who they are as people with the decisions they make in how they run their business.

Answer ten questions to determine how close you are to being a beloved and prosperous company: Is Your Company Beloved?

  1. Do your customers talk about your belief in them?
  2. Do your customers give you referrals?
  3. Do your customers want you in their lives?
  4. Do your customers grow your business for you?
  5. Do your customers say they love you?
  6. Do your employees feel treated like partners?
  7. Do your employees know you believe in them?
  8. Do your employees have a seat at the table?
  9. Do your employees become part of the story of your business?
  10. Do your employees have permission to impact customers’ lives?

When customers love you, they’ll turn to you when a particular product or service is needed, and they’ll turn to you first (regardless of the competition).

They will tell your story, forming an army of cheerleaders and publicists urging friends, neighbors, colleagues, even strangers to experience your company.

Learn More: Five Decisions that Grow Customer and Employee Devotion

About Jeanne Bliss

As “Chief Customer Officer” for Lands’ End, Mazda, Coldwell Banker, Allstate, and Microsoft, Jeanne got “customer” on the strategic agenda, earned 98% loyalty rates, and changed experiences across 50,000-person operations. Jeanne now runs CustomerBliss to create an actionable path for profitability and business growth -- through earning customer and employee raves. Her best-selling books are Chief Customer Officer and I Love You More than My Dog: Five Decisions that Drive

Tags: , ,

Comments are closed.

Featured Downloads

9 Things to Share That Start Conversations

Use the examples in this guide to help inspire ways to make your message more portable and shareable.

Read More

3 Must-Use Word of Mouth Marketing Tools

These tools will help you kick off any word of mouth campaign no matter what topic, industry, or budget.

Read More

The Top Four Tips for Multiplying Your Word of Mouth

These tips can help you get your marketing to do more work without a lot of extra effort.

Read More

10 Ways to Turn Around Negative Word of Mouth

The most effective ways to stop negative WOM with examples from Zappos, FedEx, Dell, and more.

Read More

The New Topics Worksheet

All word of mouth starts with a topic of conversation — a simple, portable, repeatable idea that gets people talking.

Read More

The Word of Mouth Action Plan

Create a complete word of mouth marketing plan using this worksheet’s eight simple steps.

Read More