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Free chaper Book J Bliss I love yoy more than my dog

by on Oct 28, 2009

  • 1,464 views

Jeanne Bliss is the author of Chief Customer Officer, having honed her own senior level ‘customer officer’ skills at Lands’ End, Microsoft, Mazda, Coldwell Bankers and Allstate. Her latest book ...

Jeanne Bliss is the author of Chief Customer Officer, having honed her own senior level ‘customer officer’ skills at Lands’ End, Microsoft, Mazda, Coldwell Bankers and Allstate. Her latest book looks at how to become a beloved company. At the core of I Love You More Than My Dog is Jeanne’s central premise that “Your decisions reveal who you are and what you value“. In the book, Jeanne says that there are five decisions that dictate whether you can become a loved company like IKEA or Virgin…or not. Beloved companies, says Jean, decide:

1. to believe in people: “We trust our customers. We trust those who serve them.”

2. with clarity of purpose: “We are clear on what our unique promise is to customers.”

3. to be real: “The relationship isn’t between big company and small customer. It’s between people who have the same values, with customers gravitating to the particular personality of your organization.”

4. to be there for customers. “Each experience must earn the right for the customer to return.”

5. to say sorry: “To apologize well and repair the damage to the emotional connection with customers is a hallmark of companies we love.”

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Free chaper Book J Bliss I love yoy more than my dog Free chaper Book J Bliss I love yoy more than my dog Document Transcript