Marketing podcast with Jeanne Bliss (Click to play or right click and “Save As” to download – Subscribe now via iTunes or subscribe via other RSS device (Google Listen)

My guest for this week’s episode of the Duct Tape Marketing Podcast is customer experience expert Jeanne Bliss. She it the author of I Love You More Than My Dog – 5 Decisions that Drive Extreme Customer Loyalty in Good Times and Bad.

I love that she frames customer loyalty as decisions. I think it’s so true that we can choose to create a great customer experience – that kind that makes people talk – but we have to do it intentionally and it has to run deep in the organization. Her book is all about getting to the root of what makes a company beloved.

According to Bliss the 5 decisions are: Decide to Believe, Decide with Purpose, Decide to Be Real, Decide to Be There, Decide to Say Sorry.

Anyone that reads this book and follows Bliss’ advice has the opportunity build a more human business – one that will attract customers and staff.

You can listen to the show by subscribing the feed in iTunes or a variety of other free services such as Google Listen (Use this RSS feed) or you can buy the Duct Tape Marketing iPhone app. (iTunes link – Cost is $2.99) or Android app and listen to the show as well as about ten past shows on your phone.

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John Jantsch

John Jantsch is a marketing consultant, speaker and author of Duct Tape Marketing, Duct Tape Selling, The Commitment Engine and The Referral Engine and the founder of the Duct Tape Marketing Consultant Network.
  • Great podcast, thanks John.

    Favorite line from it: “Be memory creators”…

    • Thanks – yes I really love the focus on creating something memorable

  • Customer loyalty is one of the toughest things to acquire as a business. I do agree that “Be memory creators” is such a great quote.

    The thing that I like to stress is customer engagement, which sounds good to the ear, but if you actually take steps to do it, will garner you loyalty. Being social, creating presence and getting personal are all things companies can do to start building a base.

  • Yes I do believe in creating a great customer experience

  • More than just creating memory, companies should be committed to creating an experience for their consumer base as well.

  • Wilsone100021

    Customer relationship management is crucial to the success of a company. It takes time to establish trust to create that mutually benefitial relationship