Eptica

JULY 15, 2020

Date: Wednesday, July 15, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Author: Guest author: Jeanne Bliss The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Titled Would You Do That To Your Mother?

Customer Experience 119

Customer Experience Case Study Guest Experience Hospitality 119

Customer Bliss

JANUARY 3, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Happy New Year!

Chief Customer Officer 170

Chief Customer Officer Video Course Social Media 170

Customer Bliss

DECEMBER 4, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Uniting your company across teams is about having clarity of purpose and instituting a code of conduct that forms the backbone of your approach. Do you trust your partners?

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

Customer Bliss

MAY 28, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Memory creation is a choice.

Chief Customer Officer 173

Chief Customer Officer Video Course Banking 173

Customer Bliss

FEBRUARY 26, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Can you excuse me a minute?”

Chief Customer Officer 172

Chief Customer Officer Video Course Leadership 172

Customer Bliss

APRIL 9, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? ” Long Waits: A Common Occurrence.

Chief Customer Officer 187

Chief Customer Officer Video Course Hospitality 187

Customer Bliss

DECEMBER 26, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? When did, “Would you give me a 10?

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

Customer Bliss

NOVEMBER 27, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? CustExp #CX Click To Tweet.

Omni-Channel 178

Omni-Channel Multi-Channel Customer Experience Chief Customer Officer 178

Customer Bliss

JANUARY 29, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? So work to earn the relationship.

Sales 173

Sales Chief Customer Officer Video Course 173

Eptica

JULY 29, 2020

Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Author: Guest author: Jeanne Bliss In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother?

Customer Experience 98

Customer Experience Case Study Airlines Guest Experience 98

Customer Bliss

JULY 16, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . However, a redesigned gown is proving to improve the entire patient experience. ” Honor your customers’ dignity. View this post on Instagram.

Case Study 143

Case Study Hospitality Study Video 143

Customer Bliss

SEPTEMBER 28, 2021

For my whole life (and probably yours), old and dog-eared magazines have been a part of my doctor, dentist and hospital visit experience. The crazy thing about this weird foible in the healthcare experience is that what we seek in those rooms a place of “c-a-l-m.” They reimagine the ‘waiting’ experience.

Case Study 194

Case Study Study Healthcare Hospitality 194

Customer Bliss

AUGUST 29, 2019

And if you were to ask them about their experience afterward, how would they answer? Their responses would be vastly different. We’ve included plenty of stats and insights to help you understand this journey and build appropriate strategies to accommodate your varying customer needs. But think about it.

Customer Journeys 227

Customer Journeys Customer Experience Case Study Consumers 227

Customer Bliss

OCTOBER 28, 2021

Have you ever played service roulette? Here’s how it goes: you’ve got a problem, and you call in or chat in, or tweet out the problem. The more urgent the issue, the more direct communication you want. You just reached a “policy cop.”. And so you disengage and begin again. That increases costs.

Case Study 148

Case Study Study Policies Government 148

Customer Bliss

MAY 7, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Self Service 178

Self Service Chief Customer Officer Course Policies 178

Beyond Philosophy

FEBRUARY 29, 2024

I mention it here, not to rub it in your face (much), but because in the booking of this cruise, I saw an excellent example of how my wife and I leverage mental accounting regarding our splurges. When my mother-in-law passed, she left money for my wife, Lorraine. You could pay for dance lessons with it or your mortgage.

Banking 78

Banking Financial eBook Examples 78

Customer Bliss

JULY 6, 2018

“An actionable, smart, and fun book everyone in hospitality should read. My latest book, Would You Do That To Your Mother? With the guiding question, “how would you act if every customer were your mother? Treat Your Customers with Humanity and Respect.

Resources 100

Resources Case Study Comparison Hospitality 100

Customer Bliss

APRIL 11, 2018

These actions are explored in my upcoming book, Would You Do That To Your Mother? Here are the six common actions, often bravely undertaken, that you will see throughout the book. And the humans you reach have your back, and permission to do what’s right for you.

Company 209

Company Hotels Insurance Banking 209

Customer Bliss

APRIL 16, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Any questions?

Case Study 174

Case Study Study Self Service Chief Customer Officer 174

Customer Bliss

MAY 22, 2019

In lieu of a regular Daily Dose video, I want to share with you an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . Would you roll your mother into a hospital hallway and then leave her there?

Company 201

Company Hospitality How To Case Study 201

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. To care about “why” customer behavior changed as a result of their journey with you.

ROI 245

ROI Customer Experience How To Leadership 245

Customer Bliss

FEBRUARY 19, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? First, they saw one red boot. Spider-Man?Then

Brands 208

Brands Chief Customer Officer Hospitality Course 208

Customer Bliss

NOVEMBER 13, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Now that’s beginning to change.

Chief Customer Officer 174

Chief Customer Officer Video Course Policies 174

Customer Bliss

DECEMBER 18, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Banking 166

Banking Chief Customer Officer Video Course 166

Customer Bliss

JANUARY 15, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Let Your Purpose Unite Your Company.

Chief Customer Officer 170

Chief Customer Officer Course Video Retail 170

Customer Bliss

OCTOBER 2, 2018

In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did this summer with my good friend Laura Ortman—chief customer officer of Equinix—in which we discuss how practitioners from call center representatives to business leaders can impact customer experience in their roles every day. .

Chief Customer Officer 129

Chief Customer Officer How To Video Exercises 129

Customer Bliss

AUGUST 8, 2019

So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Customer Bliss

JANUARY 23, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Does any of this sound familiar to you?

Chief Customer Officer 182

Chief Customer Officer Banking Video Course 182

Customer Bliss

MAY 15, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? And she just loved the convenience.

Case Study 164

Case Study Chief Customer Officer Video Course 164

Customer Bliss

JUNE 26, 2019

In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . What we know is: when we make it hard to do business with us, it costs a lot of money. Do you relate?

How To 201

How To Video Course Metrics 201

Customer Bliss

MAY 15, 2018

In honor of the launch of my newest book, Would You Do That To Your Mother? Bell , the best selling author of the 9 1/2 Principles of Innovative Service , and many other customer service oriented books. Others Deserve Your Best. My mother would have had a hissy fit if I tried a stunt like that.

Culture 111

Culture Customer Centricity Innovation Customer Experience 111

Customer Bliss

MAY 17, 2021

When things go wrong, do you take accountability, and right the wrong? Do the Right Thing with Candor & Remorse. The company announced a recall of the Cobalt vehicle involved—one that would eventually include 2.6 The most admired companies make the customer whole first. million vehicles. Own the Problem.

Case Study 130

Case Study Culture Call Center Leadership 130

Customer Bliss

JUNE 22, 2018

Recently, during the launch of my latest book, “ Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard for How to Treat Your Customers ,” I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro. Not able to watch right now?

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Voice of Customer 120

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

Customer Bliss

NOVEMBER 29, 2021

Who among us hasn’t wondered at some point if that slew of tests ordered for ourselves or our loved ones was necessary? Or worried about the effect of repeated scans or the cost? Or if we really need that medication? We aren’t always made aware up front of the pros and cons of the test, the risks, and alternatives. Its results showed that $54.9

Healthcare 139

Healthcare How To Advertising Banking 139

Customer Bliss

NOVEMBER 20, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. In my latest book, Would You Do That To Your Mother? , Your Front Line Represents Your Brand to Your Customers.

Chief Customer Officer 131

Chief Customer Officer Video Course Brands 131

Customer Bliss

SEPTEMBER 10, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Of course not.

Hotels 223

Hotels Chief Customer Officer Course Video 223