Providing a good customer experience is key in customer retention. If you are treating your customers well, they are going to continue to come back to you year after year. It can be easy to get lost in the noise of following rules, but maintaining your core values while upholding the standards of a company is necessary. If the right people are hired, for the right reasons, success is unlimited.
This expert sales interview explores:
- Customer Experience
- An Exception to a Rule
- Would You Do That to Your Mother: The “Make Mom Proud” Standard for How to Treat Your Customers
Often times we go into work and we forget about how we should be treating our customers; the way that we would want to be treated. This happens because of the way that the organization is organized, we are forced to think inside our box around our KPIs because those individual KPIs are what we are going to be paid on. We get these blinders and inadvertently hire good people, but then lock them into policies that don’t let them act the right way. Or we don’t trust them with customer lifetime value that lets them blend golden rules, and do the right thing. This comes down to leadership bravery and deliberateness. You have to think ahead of this stuff happening to be able to say what you will and won’t be able to do.
An Exception to a Rule
A lot of times we inadvertently create boxes around rules that we wouldn’t normally do. Sometimes it can be easy to become afraid that if we make an exception, it will then become the new rule, instead of just taking it for face value as an exception. Take a warranty for example. If your warranty expired three days ago, there is essentially nothing that can be done about that if your item is broken, unless there is an exception made. Most rules, like a warranty, are not meant for people who’s items broke right after their warranty has expired.
Would You Do That to Your Mother
Customer experience pioneer Jeanne Bliss shows why “Make Mom Proud” companies outperform their competition. Her 5-step guide to customer experience and culture transformation makes this achievement possible.
Bliss urges companies to make business personal to earn ardent fans and admirers, by focusing on one deceptively simple question: “Would you do that to your mother?”
“Make Mom Proud” companies give customers the treatment they desire, and employees the ability to deliver it. They turn “gotcha” moments into “we’ve got your back” moments by rethinking business practices, and they enable employees to be part of the solution to fix customer frustrations.
Bliss scoured the marketplace seeking companies who excel at living their core values, grounded in what we all learned as kids. She offers a five-step plan for evaluating your current behaviors and implementing actions at every level of the organization
To learn more about the customer experience, watch the entire expert sales interview. If you would like to read Jeanne’s book, it is available on Amazon.
About our Host
John is the Amazon bestselling author of Winning the Battle for Sales: Lessons on Closing Every Deal from the World’s Greatest Military Victories and Social Upheaval: How to Win at Social Selling. A globally acknowledged Sales & Marketing thought leader, speaker, and strategist. He is CSMO at Pipeliner CRM. In his spare time, John is an avid Martial Artist.