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.
The decisions we make tell a story to customers, employees, and the marketplace about how much we’re thinking about the people on the other end of our decisions.
- What is the story that the collective decisions of your organization are telling your customers, employees, and the marketplace?
- What is important to you?
- Are your decisions reflecting what you intended and what your company stands for?
You tell customers every day how much you honor them by the way you direct decisions in one direction or another. And that’s what customers play back to the masses. That’s the story that shows up on the Internet.
Beloved companies are acutely aware that their experience impacts how customers feel and respond. They take the time to make purposeful decisions about the contacts with customers. Beloved companies actively decide to connect who they are as individuals with the decisions they make in how to run their business.
Read 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
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