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I love u more than my dog. jeane bliss
- 3. Jeanne Bliss – Consultant – Speaker – Author
- 4. – Customer loyalty – Decision making
- 6. Decision # 1 Decide to believe
- 7. Examples
- 8. No
- 9. No
- 10. Cont… This is not about protecting ourselves We are in people business Not the thing business. Chris Zane Owner of Zane cycle
- 11. Cont…. One of the top 3 bike shop Average annual income increasing 20% since 1981 Bikes lost every year 4000/5
- 12. Decision # 2 Decide with clarity of purpose
- 13. Examples
- 15. Decision # 3 Decide to be real
- 16. Examples
- 17. Decision # 4 Decide to be there
- 18. Examples
- 20. Cont….. Customize T-shirts Customer customize t-shirts for other customers.
- 21. Decision#5 Decide to say sorry
- 23. –Decide to believe –Decide With clarity of purpose –Decide To be real –Decide To be there –Decide To say sorry
- 24. Love is irrational Customer love is reward for what some consider to be irrational behavior. Jeanne Bliss
Editor's Notes
- Energetic coach and consultant who can transform your organization’s thinking about the customer experience, and put the power of customer profitability to work for you. Bliss is a worldwide keynote speaker, dynamic workshop presenter, Jeanne Bliss is the author of: Chief Customer Officer.
- Author of "Chief Customer Officer" and "I Love You More Than My Dog", Jeanne Bliss is the powerhouse driving companies to put the customer first. Your decisions reveal who you are and what you value…When you make a decision, it results in an action. And the accumulation of those decisions and actions become how people describe you and think of you. It becomes your “story.””
- They have diminished the rules. And instead, they have decided to believe: in the good judgment of the people they hire. that trust is reciprocated between companies and their customers. in the honesty and integrity of their customers. that honoring the intelligence of employees grows their businessv
- because there are very few companies that have chosen to believe their customers and to give them benefit of the doubt. Jeanne Bliss tells a story about an expensive bike shop from Connecticut (Zane’s Cycles), how they trust their customer so much that they will let any customer test drive their bike without having to provide collateral. Why? The owner explains how they are in the people business and not the “thing” business. They are keeping the focus on building a lifetime relationship, so employees are empowered to do the right thing for their customer. This is why, with just the single location worldwide, they are one of the 3 top bike shops nationwide with annual 20% growth. The end point of this story is that they lose only 5 bikes out of 4000 the sold every year.
- Beloved companies take the time to be clear about what their unique promise is for their customers’ lives. They use this clarity hen they make decisions so they align to this purpose, to this promise. Clarity of purpose guides choices and unites the organization. It elevates people’s work from executing tasks to delivering experiences customers will want to repeat and tell others about.”
- Here is a story about the company Zappos, they are so committed to their cultural experience that they will pay a new hire 2000$ if they decide that Zappos culture is not for them. Fewer than 1% takes Zappos on their offer. This and the fact that Amazon has acquired them for 900 million $ says a lot on how far a strong sense of identity can take you.
- Beloved companies establish lasting bonds with customers—by deciding to blend their personalities with their business decisions. In the beloved companies: Leaders blend who they are as people with how they lead. Business decisions combine purpose and passion. Leaders give employees behaviors to model and permission to be ‘real.” Relationships are between people who share the same values
- The Southwest Airlines company combine good humor with great services, which transforms a routine flight to a memorable experience USAA proudly serves millions of military members and their families with competitive rates on insurance, banking and investment services.
- companies were able to reach uncommon decisions that connected them with customers because they: Imagined their customers’ lives. Were clear on their purpose for delivering a solution to their lives. Built their experience from the customers’ point of view. Executed with operational reliability.”
- Companies should listen to their customers and design product or experience around their needs. Which is exactly what does Threadless.com do. They make custom T-shirts, the designs are submitted by the members of the Threadless community and they let customers choose which T-shirts get made and sold. Threadless eventually sells out every product that they stock.
- Nurse Next Door is a company that provide home medical care. The thing about this company is not that the regularly apologize when things go wrong, it’s that their apologies are real and humble by sending sweet humble pies - literally, which saved them a lot of money.