Grow Your Business by Improving Customer’s and Employee’s Lives
Course Curriculum
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1
Picture Your Mom
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2
Module 1: Be The Person I Raised You To Be
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3
Module 1 Lesson 1: Honor the Dignity of Customers' Lives
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4
Module 1 Lesson 2: Trust the Front Line to Extend Grace
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5
Module 1 Lesson 3: Hire People with the Ability to Care
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6
Module 1 Lesson 4: Remove Survey Score Begging
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7
Module 1 Lesson 5: Check Your Bias at the Door
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8
Module 1 Lesson 6: Stop the "Crazy Rules"
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9
Module 1 Lesson 7: Reward for Congruence of Heart and Habit
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10
Module 1 Lesson 8: Nurture Memory Creators
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11
Module 1 Wrap Up
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12
Module 2: Don't Make Me Feed You Soap
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13
Module 2 Lesson 1: Honor Customers' Time and Their Clock
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14
Module 2 Lesson 2: Take the Monkey Off the Customers' Back
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15
Module 2 Lesson 3: Don't Leave Customers in the Dark
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16
Module 2 Lesson 4: Enable Graceful Departures
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17
Module 2 Lesson 5: Make It Easy to Get Help
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18
Module 2 Lesson 6: Stop the Customer Hot Potato
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19
Module 2 Lesson 7: Fix the Paperwork Rigmarole
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20
Module 2 Lesson 8: Don't Make Me Keep Telling My Story
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21
Module 2 Wrap Up
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22
Module 3: Put Others Before Yourself
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23
Module 3 Lesson 1: Have Clarity of Purpose
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24
Module 3 Lesson 2: Start with the Life, Not the Action Item
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25
Module 3 Lesson 3: Allow for Human Error. Design in Empathy and Care.
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26
Module 3 Lesson 4: Earn a Place in the Story of Customers' Lives
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27
Module 3 Lesson 5: Design with Emotions in Mind
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28
Module 3 Lesson 6: Walk Customers Out of Trouble Spots
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29
Module 3 Lesson 7: Dare to Rethink What's Always Been Done
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30
Module 3 Lesson 8: Give Me Choices That Jibe with My Life
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31
Module 3 Wrap Up
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32
Module 4: Take The High Road
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33
Module 4 Lesson 1: Inspire What You Want Delivered
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34
Module 4: Lesson 2: Honor Customers as Assets
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35
Module 4: Lesson 3: Let Two-way Trust Define Your Actions
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36
Module 4 Lesson 4: Get Rid of Any "Gotcha!" Moments
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37
Module 4 Lesson 5: Remove Any "Gullibility Tax"
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38
Module 4 Lesson 6: Reduce the Nickeling and Diming or "Opportunity" Pricing
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39
Module 4 Lesson 7: Make Your Apology Your Finest Hour
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40
Module 4 Lesson 8: Use Truth and Transparency to Sell and Serve
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41
Module 4 Wrap Up
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Picture Your Mom - Welcome FREE PREVIEW -
Introduction to Be The Person I Raised You to Be -
Honor the Dignity of Customers' Lives - Cartoon Lesson 1: Honor the Dignity of Customers' Lives #MakeMomProud - Cleveland Clinic #MakeMomProud-O-Meter -
Trust the Frontline to Extend Grace - Cartoon Lesson 2: Trust the Front Line to Extend Grace #MakeMomProud - The Oberoi Hotel #MakeMomProud-O-Meter -
Hire People with the Ability to Care - Cartoon Lesson 3: Hire People with the Ability to Care #MakeMomProud - Pal’s Sudden Service #MakeMomProud-O-Meter -
Remove Survey Score Begging - Cartoon Lesson 4: Remove Survey Score Begging #MakeMomProud - Safelite AutoGlass #MakeMomProud-O-Meter -
Check Your Bias at the Door - Cartoon Lesson 5: Check Your Bias at the Door #MakeMomProud - Third Love #MakeMomProud-O-Meter -
Stop the "Crazy Rules" - Cartoon Lesson 6: Stop the "Crazy Rules" #MakeMomProud - Vail Resorts #MakeMomProud-O-Meter -
Reward for Congruence of Heart and Habit - Cartoon Lesson 7: Reward for Congruence of Heart and Habit #MakeMomProud - H-E-B #MakeMomProud-O-Meter -
Nurture Memory Creators - Cartoon Lesson 8: Nurture Memory Creators #MakeMomProud - Union Square Hospitality Group #MakeMomProud-O-Meter -
Activity: Stop the “Crazy” Rules Huddle Cards: Experience and Culture Transformation Deck - Module 1 -
Introduction to Don't Make Me Feed You Soap -
Honor Customers' Time and Their Clock Cartoon Lesson 1: Honor Customers' Time and Their Clock #MakeMomProud - Sweetgreens #MakeMomProud-O-Meter -
Take the Monkey Off the Customers' Back - Cartoon Lesson 2: Take the Monkey Off the Customers' Back #MakeMomProud - Virginia Mason #MakeMomProud-O-Meter -
Don't Leave Customers in the Dark - Cartoon Lesson 3: Don't Leave Customers in the Dark #MakeMomProud - CenterPoint Energy #MakeMomProud-O-Meter -
Enable Graceful Departures - Cartoon Lesson 4: Enable Graceful Departures #MakeMomProud - Casper #MakeMomProud-O-Meter -
Make It Easy to Get Help - Cartoon Lesson 5: Make It Easy to Get Help #MakeMomProud - Chewy #MakeMomProud-O-Meter -
Stop the Customer Hot Potato - Cartoon Lesson 6: Stop the Customer Hot Potato #MakeMomProud - Wegman's #MakeMomProud-O-Meter -
Fix the Paperwork Rigmarole - Cartoon Lesson 7: Fix the Paperwork Rigmarole #MakeMomProud - USAA #MakeMomProud-O-Meter -
Don't Make Me Keep Telling My Story - Cartoon Lesson 8: Don't Make Me Keep Telling My Story #MakeMomProud - StitchFix #MakeMomProud-O-Meter -
Activity: These words MUST GO Huddle Cards: Experience and Culture Transformation Deck - Module 2 -
Introduction to Put Others Before Yourself -
Have Clarity of Purpose - Cartoon Lesson 1: Have Clarity of Purpose #MakeMomProud - Ikea #MakeMomProud-O-Meter -
Start with the Life, Not the Action Item - Cartoon Lesson 2: Start with the Life, Not the Action Item #MakeMomProud - Mayfair #MakeMomProud-O-Meter -
Allow for Human Error. Design in Empathy and Care. - Cartoon Lesson 3: Allow for Human Error. Design in Empathy and Care. #MakeMomProud - Warby Parker #MakeMomProud-O-Meter -
Earn a Place in the Story of Customers' Lives - Cartoon Lesson 4: Earn a Place in the Story of Customers' Lives #MakeMomProud - Girl Scouts of Greater New York #MakeMomProud-O-Meter -
Design with Emotions in Mind - Cartoon Lesson 5: Design with Emotions in Mind #MakeMomProud - Starlight Children's Foundation #MakeMomProud-O-Meter -
Walk Customers Out of Trouble Spots - Cartoon Lesson 6: Walk Customers Out of Trouble Spots #MakeMomProud - Alaska Airlines #MakeMomProud-O-Meter -
Dare to Rethink What's Always Been Done - Cartoon Lesson 7: Dare to Rethink What's Always Been Done #MakeMomProud - The Dorchester Hotel #MakeMomProud-O-Meter -
Give Me Choices That Jibe with My Life - Cartoon Lesson 8: Give Me Choices That Jibe with My Life #MakeMomProud - Sephora #MakeMomProud-O-Meter -
Activity: Purpose Assessment Huddle Cards: Experience and Culture Transformation Deck - Module 3 -
Introduction to Take the High Road -
Inspire What You Want Delivered - Cartoon Lesson 1: Inspire What You Want Delivered #MakeMomProud - REI #MakeMomProud-O-Meter -
Honor Customers as Assets - Cartoon Lesson 2: Honor Customers as Assets #MakeMomProud - Bonobos #MakeMomProud-O-Meter -
Let Two-way Trust Define Your Actions - Cartoon Lesson 3: Let Two-way Trust Define Your Actions #MakeMomProud - Lemonade Insurance #MakeMomProud-O-Meter -
Get Rid of Any "Gotcha!" Moments - Cartoon Lesson 4: Get Rid of Any "Gotcha!" Moments #MakeMomProud - Columbus Metropolitan Library #MakeMomProud-O-Meter -
Remove Any "Gullibility Tax" - Cartoon Lesson 5: Remove Any "Gullibility Tax" #MakeMomProud - Luscious Garage #MakeMomProud-O-Meter -
Reduce the Nickeling and Diming or "Opportunity" Pricing - Cartoon Lesson 6: Reduce the Nickeling and Diming or "Opportunity" Pricing #MakeMomProud - Virgin Hotels #MakeMomProud-O-Meter -
Make Your Apology Your Finest Hour - Cartoon Lesson 7: Make Your Apology Your Finest Hour #MakeMomProud - Four Seasons #MakeMomProud-O-Meter -
Use Truth and Transparency to Sell and Serve - Cartoon Lesson 8: Use Truth and Transparency to Sell and Serve #MakeMomProud - OVO Energy #MakeMomProud-O-Meter -
Activity: Trust Audit Huddle Cards: Experience and Culture Transformation Deck - Module 4
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$599.00
Brands Coached by Jeanne
About Jeanne Bliss
CCO Pioneer | CXPA Co-Founder | Bestselling Author | Customer Experience Coach & Consultant
Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association.
She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne Bliss guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.
Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate. Her ability to effectively guide leaders and companies to earn customer-driven growth is based on these experiences as a practitioner for over 20 years working across organizations to unite the C-Suite and organizational silos.
Jeanne is also the author four influential books on customer experience, including her latest, "Would You Do That To Your Mother?"
She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne Bliss guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.
Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate. Her ability to effectively guide leaders and companies to earn customer-driven growth is based on these experiences as a practitioner for over 20 years working across organizations to unite the C-Suite and organizational silos.
Jeanne is also the author four influential books on customer experience, including her latest, "Would You Do That To Your Mother?"
Client Testimonials
Chris Dawson
Vice President & General Manager, Global Sales and Customer Experience Division, BRP – Bombardier Recreational Products, Montreal, Canada
Napoleon L. Nazareno
President and CEO, Philippine Long Distance Telephone Company
Pat Meyer
President & CEO, Pella Windows Corporation, Pella Iowa
Would You Do That To Your Mother?
About the book that inspired the course
"Jeanne Bliss's book is for anyone who's serious about improving the customer experience. I loved her inspiring and practical case studies."
—Dan Heath, co-author of Made to Stick, Switch, and The Power of Moments
“A fun read that gets to the heart of why the best companies prosper- because they let people be the best version of themselves at work.”
—Tony Hsieh, CEO of Zappos.com and author of Delivering Happiness
“Jeanne Bliss has written a masterpiece, filled with commonsense ideas that will hit you in the heart. It’s a book that every employee will want to read, and every leader should.”
—Colleen Barrett, president emeritus, Southwest Airlines
—Dan Heath, co-author of Made to Stick, Switch, and The Power of Moments
“A fun read that gets to the heart of why the best companies prosper- because they let people be the best version of themselves at work.”
—Tony Hsieh, CEO of Zappos.com and author of Delivering Happiness
“Jeanne Bliss has written a masterpiece, filled with commonsense ideas that will hit you in the heart. It’s a book that every employee will want to read, and every leader should.”
—Colleen Barrett, president emeritus, Southwest Airlines
