Would You Do That to Your Mother?

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Customer experience pioneer Jeanne Bliss reveals how "Make Mom Proud" companies outshine their competitors through a transformative 5-step guide. Bliss emphasizes the importance of treating customers as you would your mother, fostering a culture where employees can deliver exceptional service. These companies shift from "gotcha" moments to supportive interactions by rethinking business practices and empowering employees to resolve customer frustrations. Bliss outlines a five-step plan for evaluating and enhancing organizational behaviors. **Step 1: "Be the Person I Raised You to Be"** focuses on hiring and developing employees to bring their best selves to work. For instance, Vail Resorts eliminated the phrase "Our policy is..." to empower staff. **Step 2: "Don't Make Me Feed You Soap"** addresses eight common customer frustrations and how to create seamless experiences. **Step 3: "Put Others Before Yourself"** encourages prioritizing customer goals, exemplified by Mayfair Diagnostics, which redesigned its clinic to enhance patient emotions and achieved rapid profitability. **Step 4: "Take the High Road"** highlights companies like Virgin Hotels that prioritize ethical practices over profit, such as fair pricing at mini bars. **Step 5: "Stop the Shenanigans!"** prompts businesses to assess current behaviors and implement immediate improvements. With 32 case studies and engaging visuals, this guide makes Bliss’s approach prac