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.
In a world where products and services are available in a hundred variations, beloved companies get a disproportionate piece of the pie because of how they treat their employees and customers.
Beloved companies blend commerce with their humanity.
They blend their personal lives with their business lives. They make decisions that are congruent with honoring the person on the other side of the transaction.
Beloved companies know the fleeting moments of any exchange with a customer are also the moments that demonstrate how they value the customer contact.
The actions that come from your decisions will always indicate what you value.
What is your intent? What is your motivation? How aware is the company that each action reflects back on the company?
What is the story that the collective decisions of your organization are telling your customers, employees, and the marketplace?
Beloved companies know the answers to these questions. Do you?
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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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