{"product_id":"2940169181272","title":"Would You Do That to Your Mother?: The \"Make Mom Proud\" Standard for How to Treat Your Customers","description":"\u003cp\u003e\u003cb\u003eHow would your company act if every customer were your mom?\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003eHow do we cut through the rigmarole of business to give customers the treatment they desire, and employees the ability to deliver it? Customer experience expert Jeanne Bliss recommends making \u003ci\u003ebusiness personal\u003c\/i\u003e to get the traction you need by focusing on one deceptively simple question: \"Would you do that to your mother?\"\u003c\/p\u003e\u003cp\u003ePicture your mom struggling through an 800 number menu for assistance, deciphering the terms of her phone contract, or waiting hours for a doctor's appointment. Imagine her joy when she finally reaches someone to discuss her warranty claim, and then her frustration when her claim is turned down three days out of warranty.\u003c\/p\u003e\u003cp\u003eBliss shows how to turn \"gotcha\" moments into \"we've got your back\" moments by rethinking business practices, and by enabling employees to fix the frustrations that make customers feel like they're sinking. The result is a playbook to help you #MakeMomProud.\u003c\/p\u003e\u003cp\u003eIts 32 case studies offer lessons from some of the most impressive and inspiring leaders in their industries, as well as tools you can start applying immediately. For instance:\u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eVail resorts, the world's largest ski resort operator, banned the three words \"Our policy is...\" from their vocabulary, freeing employees to take spirited actions to deliver \"the experience of a lifetime.\"\u003c\/li\u003e\n\u003cli\u003eVirgin Hotels, named #1 U.S. hotel by Conde Nast Reader's Choice Awards, walked away from price gouging at the mini bar, so you'll never pay more for that Snickers bar than what you'd pay at the corner market.\u003c\/li\u003e\n\u003cli\u003eCanada's Mayfair Diagnostics spent over a year studying the emotions of patients entering an imaging clinic, so they could redesign their welcome to deliver warmth and caring over procedure and process. The newly designed clinic achieved profitability in record time.\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003eWhether you're contemplating your company's returns policy, its social media presence, or its big-picture strategy, this approach helps pinpoint causes of customer unrest and opportunities to deliver joy, so your company can anticipate needs, extend patience, and show respect at all times.\u003c\/p\u003e","brand":"Penguin Random House","offers":[{"title":"Default Title","offer_id":47114131079408,"sku":"2940169181272","price":15.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/2940169181272_p0.jpg?v=1763674676","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/2940169181272","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}