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She offers a five-step plan for evaluating your current behaviors and implementing actions at every level of the organization. Step 1. 'Be the Person I Raised You to Be' Understand how you are hiring, developing and trusting employees to bring the best version of themselves to work. Vail resorts, for example, 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.' Step 2. 'Don't Make Me Feed You Soap' Learn the eight key frustrations that bind us as customers (waiting, fear, anxiety, the black hole of no communication, etc.) and how to apply actions from companies who are delivering a seamless, frictionless and easy experience. Step 3. 'Put Others Before Yourself' Determine if your focus is on helping customers achieve their goals - and evaluate how that is fueling your growth. Canada's Mayfair Diagnostics, for example, 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. Step 4. 'Take the High Road' Learn how companies who do the right thing rise above the competition. Virgin Hotels, for example, 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. Step 5. 'Stop the Shenanigans!' Evaluate your current company behaviors and identify the key actions that you can begin immediately. With 32 case studies and examples from more than 85 companies, this is a practical and easy to follow guide for your experience and culture transformation. Filled with comics to snapshot our experiences as customers, a 'mom lens' to reflect continuously on your performance, and a 'make-mom-proud-ometer' quiz - the book makes Bliss's approach accessible and approachable. Join the movement to #MakeMomProud by applying this book across your organization. Whether you're contemplating your company's returns policy, its social media presence, or its big-picture strategy, this approach will help your company anticipate both employee and customer needs, extend patience, and show respect at all times.","brand":"WoB","offers":[{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":49533107896593,"sku":"GOR009794035","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":50357587771665,"sku":"CIN0735217815VG","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ GOOD \/ SBYB","offer_id":50359869800721,"sku":"CIN0735217815G","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0735217815.jpg?v=1750945039"},{"product_id":"chief-customer-officer-2-0-book-jeanne-bliss-9781119047605","title":"Chief Customer Officer 2.0","description":"A Customer Experience Roadmap to Transform Your Business and Culture    Chief Customer Officer 2. 0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.     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Jeanne Bliss, who served as a senior customer executive at five major companies, says there's no shortcut to becoming beloved. 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Different divisions and departments in corporations can fail to communicate and act as a team-they create silos instead of a superior customer experience. Jeanne Bliss shows in stark detail how profits suffer when businesses focus on their organizational charts and not their customer relationships. This book provides leaders the tools and information they need to overcome organizational inertia and deliver a meaningful customer experience. The author includes diagnostics to determine if a company's core strengths, metrics, and systems improve or harm customer relationships. With all these tools, leaders can address the organizational challenges they face with an exhaustive review of the Chief Customer Officer role and an evaluation to determine the right solution for their culture and company.","brand":"WoB","offers":[{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":49612658540817,"sku":"GOR002781881","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ WELL_READ \/ SBYB","offer_id":50360413421841,"sku":"CIN0787980943A","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ GOOD \/ SBYB","offer_id":50366264934673,"sku":"CIN0787980943G","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":53073645273361,"sku":"CIN0787980943VG","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0787980943.jpg?v=1751201429"},{"product_id":"i-love-you-more-than-my-dog-book-jeanne-bliss-9781591842958","title":"I Love You More Than My Dog","description":"Hundreds of businesses have customers who admire them, but only an elite few have true advocates - passionate, loyal, vocal fans who rave about them to anyone who will listen. 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