What make companies like Zappos, The Container Store, Harley Davidson, Netflix, Rackspace, Umpqua Bank, LUSH, Threadless, USAA, Trader Joe’s, Apple, CD Baby, Southwest Airlines and many more so beloved by their passionate fans?
Jeanne Bliss’s new book explains exactly how.
In her new book, “I Love You More Than My Dog“, Jeanne reveals the five key decisions that beloved companies make to drive customer loyalty. The book isn’t even out until Thursday (you can download the first chapter and pre-order here) but in a moment, I will tell you how to get a copy FREE.
Jeanne devotes a chapter to each of the five decisions that companies make to become beloved by customers. She ends each chapter with an excellent summary of the necessary decision and challenges companies to analyze themselves on that axis, hitting on the questions below.
1. Decide to BELIEVE.
Do you believe:
– In the good judgment of the people you hire?
– That trust is reciprocated by customers?
– In the truth of your customers’ words?
– That trusted and prepared employees grow the business?
– In more trust than rules? In more training than policies?
– How would your customers describe your trust in them?
– Would your employees say you honor them?
2. Decide with CLARITY.
Do you have clarity about:
– The memories you want to deliver?
– The type of people who belong in your company?
– How to steer decision making?
– The experience you are all working toward?
– Are your decisions directed toward executing tasks or achieving a purpose?
3. Decide to BE REAL.
– Touch a cord with customers?
– Encourage personality and creativity of employees?
– Communicate personally, without the corporate veneer?
– Make decisions by envisioning customers in their lives?
– How would customers describe who you are as people?
– How do employees describe your company personality?
4. Decide to BE THERE.
Are you there for your customers?
– Do your customers’ lives inform and inspire the behavior, the actions, and the operation of your business?
– Is your operating plan based on your priorities or customer priorities?
– Can customers easily tell the story of the experience you deliver?
5. Decide to SAY SORRY.
When you apologize:
– Are you genuine?
– Do you restore confidence in being associated with you?
– Do you honor those impacted and resolve their problem?
– Do you deliver your apology swiftly and with humility?
I love examples, so I love that Jeanne fills each chapter with very specific, concise examples in one-page vignettes of how each company chose to decide using a consistent format that explains each company’s
1. Decision Intent
2. Motivation and
If you have customers, you need to read this book.
If you are a customer, Jeanne is your advocate.
Read more about Jeanne and watch videos of her on her website, CustomerBliss.com.
Jeanne was kind enough to give me three copies of her new book to give away. To get a chance at one, you must take the following two actions:
[full disclosure: I borrowed / stole this “comment + tweet” idea from my friend Michael Hyatt. If you don’t already read his blog, I highly recommend it.]
1. Leave a comment below. Tell me why you want this book. Be creative.
2. Tweet a link to this post. If you don’t have a Twitter account, you can use Facebook.
On Thursday, October 15th, I will select three winners, whom I will email directly. If you don’t hear from me, you can assume you didn’t make the cut.
Question: Why do you want a copy of this book?