Creating Customer Bliss
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.