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Author: Jeanne Bliss Publisher: Penguin ISBN: 0735217815 Category : Business & Economics Languages : en Pages : 274
Book Description
Customer experience pioneer Jeanne Bliss shows why “Make Mom Proud” companies outperform their competition. Her 5-step guide to customer experience and culture transformation makes this achievement possible. Bliss urges companies to make business personal to earn ardent fans and admirers, by focusing on one deceptively simple question: "Would you do that to your mother?" “Make Mom Proud” companies give customers the treatment they desire, and employees the ability to deliver it. They turn “gotcha” moments into “we’ve got your back” moments by rethinking business practices, and they enable employees to be part of the solution to fix customer frustrations. Bliss scoured the marketplace seeking companies who excel at living their core values, grounded in what we all learned as kids. 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.
Author: Jeanne Bliss Publisher: Penguin ISBN: 0735217815 Category : Business & Economics Languages : en Pages : 274
Book Description
Customer experience pioneer Jeanne Bliss shows why “Make Mom Proud” companies outperform their competition. Her 5-step guide to customer experience and culture transformation makes this achievement possible. Bliss urges companies to make business personal to earn ardent fans and admirers, by focusing on one deceptively simple question: "Would you do that to your mother?" “Make Mom Proud” companies give customers the treatment they desire, and employees the ability to deliver it. They turn “gotcha” moments into “we’ve got your back” moments by rethinking business practices, and they enable employees to be part of the solution to fix customer frustrations. Bliss scoured the marketplace seeking companies who excel at living their core values, grounded in what we all learned as kids. 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.
Author: Rebecca Matthias Publisher: Broadway Business ISBN: Category : Business & Economics Languages : en Pages : 280
Book Description
With a new baby, little money, but lots of determination and drive, Rebecca Matthias started a business from scratch out of her home some eighteen years ago. Today her company, Mothers Work--which includes the retail outlets Mimi Maternity, Motherhood, and A Pea in the Pod--has grown to become a multimillion-dollar maternity clothing empire. Written with a refreshingly candid, can-do attitude, MothersWork describes how Matthias got her company off the ground--offering specific lessons for other entrepreneurs and would-be entrepreneurs on the nuts and bolts of building and growing your dream. The first step, of course, is fastening on what it is you plan to sell. As Matthias searched for an idea for a new company--around the time of her first pregnancy--she was discovering how impossible it was to find maternity clothes suitable for the office. Realizing that other professional women were in the same boat, Matthias launched a mail-order business selling maternity clothes. The initial response was staggering, and Matthias's company was on its way. What they discovered was that, unlike new mothers of a generation earlier, women were staying in the workforce throughout their pregnancies. The shift was a revolution in the workplace, with Mothers Work supplying the uniforms. Over the next few years, despite a series of setbacks as Matthias and her husband grappled with managing accounting, sales, inventory, and financing, the company gradually took off. In the course of describing how she built her business, Matthias reveals hard-won lessons she learned about how to research an idea, test it in the market, raise money, deal with employees, taxes, bankers, cash flow, marketing, franchising, and more. Both motivational and deeply personal, MothersWork offers a three-dimensional blueprint for every woman--and man--who dreams of successfully starting a company.
Author: Anne Teresa Demo Publisher: University of Alabama Press ISBN: 0817318909 Category : Business & Economics Languages : en Pages : 301
Book Description
The essays in The Motherhood Business examine how consumer culture both constrains and empowers contemporary motherhood. The collection demonstrates that the logic of consumerism and entrepreneurship has redefined both the experience of mothering and the marketplace.
Author: Shari Storm Publisher: Macmillan ISBN: 1429956704 Category : Business & Economics Languages : en Pages : 207
Book Description
When it comes to being a good leader, we've read the sports analogies, we've read the war analogies. But how about hitting a little closer to home? As a mother, the following rules and tactics probably sound familiar to you: - Never Underestimate the Power of Kiss-It-Make-It-Better - Hold the Line on Tantrums - Remember the Magic Word Count to Three Before Giving a Time-Out These are good, solid rules for how to raise children. But can these same rules make you a better boss? Absolutely. In her impressive first book, Shari Storm takes the lessons attributed to parenting and shows how they can be directly applied in the workplace, making you a more effective manager and giving you the confidence to lead and shape your staff into the employees you want them to be. Shari gathers a wonderful collection of funny and inspirational stories from a wide range of executive mothers---TV producers, firefighters, accountants, teachers, baristas, corporate leaders, pilots---for an engaging, easy-to-absorb read. These pages will provide both laughs and enlightenment. For the woman who wants to excel in her business, this goes beyond your average management book.
Author: Caitlyn Collins Publisher: Princeton University Press ISBN: 0691202400 Category : Political Science Languages : en Pages : 361
Book Description
The work-family conflict that mothers experience today is a national crisis. Women struggle to balance breadwinning with the bulk of parenting, and social policies aren't helping. Of all Western industrialized countries, the United States ranks dead last for supportive work-family policies. Can American women look to Europe for solutions? Making Motherhood Work draws on interviews that Caitlyn Collins conducted over five years with 135 middle-class working mothers in Sweden, Germany, Italy, and the United States. She explores how women navigate work and family given the different policy supports available in each country. Taking readers into women's homes, neighborhoods, and workplaces, Collins shows that mothers' expectations depend on context and that policies alone cannot solve women's struggles. With women held to unrealistic standards, the best solutions demand that we redefine motherhood, work, and family.
Author: Rob Fitzpatrick Publisher: Robfitz Ltd ISBN: 1492180742 Category : Business & Economics Languages : en Pages : 133
Book Description
The Mom Test is a quick, practical guide that will save you time, money, and heartbreak. They say you shouldn't ask your mom whether your business is a good idea, because she loves you and will lie to you. This is technically true, but it misses the point. You shouldn't ask anyone if your business is a good idea. It's a bad question and everyone will lie to you at least a little . As a matter of fact, it's not their responsibility to tell you the truth. It's your responsibility to find it and it's worth doing right . Talking to customers is one of the foundational skills of both Customer Development and Lean Startup. We all know we're supposed to do it, but nobody seems willing to admit that it's easy to screw up and hard to do right. This book is going to show you how customer conversations go wrong and how you can do better.
Author: Margery Kraus Publisher: Simon and Schuster ISBN: 1684630258 Category : Business & Economics Languages : en Pages : 158
Book Description
A child of immigrants, Margery Kraus knew the value of hard work from an early age. Graduating from college before she had finished high school, she learned to be a risk taker. As a young wife and mother coming of age in the 1960s, she faced plenty of people who told her, “You can’t do that.” But in the end, she did: she founded APCO Worldwide, a global consulting firm headquartered in Washington, DC, specializing in public affairs, communication, and business consulting for major multinationals. Under her leadership, the company grew from nothing to almost $150 million in revenues. In Roots And Wings, Kraus shares the ten lessons she learned from motherhood and leadership that guided her along the way—an inspiration to all seeking to overcome obstacles, achieve career and personal success, and do the right thing.
Author: Gillian Gill Publisher: Mariner Books ISBN: 1328683958 Category : Biography & Autobiography Languages : en Pages : 437
Book Description
An insightful, witty look at Virginia Woolf through the lens of the extraordinary women closest to her. How did Adeline Virginia Stephen become the great writer Virginia Woolf? Acclaimed biographer Gillian Gill tells the stories of the women whose legacies--of strength, style, and creativity--shaped Woolf's path to the radical writing that inspires so many today. Gill casts back to Woolf's French-Anglo-Indian maternal great-grandmother Th r se de L'Etang, an outsider to English culture whose beauty passed powerfully down the female line; and to Woolf's aunt Anne Thackeray Ritchie, who gave Woolf her first vision of a successful female writer. Yet it was the women in her own family circle who had the most complex and lasting effect on Woolf. Her mother, Julia, and sisters Stella, Laura, and Vanessa were all, like Woolf herself, but in markedly different ways, warped by the male-dominated household they lived in. Finally, Gill shifts the lens onto the famous Bloomsbury group. This, Gill convinces, is where Woolf called upon the legacy of the women who shaped her to transform a group of men--united in their love for one another and their disregard for women--into a society in which Woolf ultimately found her freedom and her voice.
Author: Christine Armstrong Publisher: Bloomsbury Publishing ISBN: 1472956230 Category : Family & Relationships Languages : en Pages : 337
Book Description
The Mother of All Jobs is about the battle to make modern working parenting actually work. If not for our own sanity, then perhaps for our children's. Have you ever looked at the lengthy school holiday dates and silently screamed in desperation? Have you gone part time yet are still doing a full-time workload? Have you ever been too afraid to ask about maternity benefits or flexible working? Do you constantly feel guilty about missing school events and secretly envious of other mums at the school gates who seem to be doing it all better than you? If any (or all) of the above rings true for you, you are NOT alone. While the demands of work are increasing with longer working hours and more pressure to remain 'switched on' to our phones and computers, the needs of our children and the world of school and childcare have stayed the same. Something has got to change before we all reach breaking point. The Mother of All Jobs brings together the wisdom of women who opened up about their experiences into a manifesto to help working parents thrive.
Author: Jeanne Bliss
Author: Jeanne Bliss
Author: Rebecca Matthias
Author: Anne Teresa Demo
Author: Tiffany James
Author: Shari Storm
Author: Caitlyn Collins
Author: Rob Fitzpatrick
Author: Margery Kraus
Author: Gillian Gill
Author: Christine Armstrong