December 12, 2018

How to Deliver a United, One-Company Experience

Make Mom Proud companies proactively build bridges for customers, both inside their company and with external partners. They get rid of that “Bermuda Triangle” moment that happens in the handoff between silos and partners: pulling together rather than working separately boosts everyone up. In this episode of “Daily Dose,” I share a customer example and talk about how companies should unite to deliver a better experience.


November 27, 2018

Respect Your Customers with a United “You Know Me” Experience

Why is delivering a one company and united “you know me” experience across our organization, a sign of respect and appreciation that we must show our customers? And yet, some companies are still asking their customer to re-tell their story to each person or with every interaction. In this Daily Dose video, I explore what companies can do to engage their customers.


November 20, 2018

Hire People Who Care & Enable Them to Apologize

In my latest book, Would You Do That To Your Mother?, I talk about how Make-Mom-Proud companies know that hiring people with the ability to care is key to how they will grow. In this episode of “Daily Dose…of Reality,” I discuss the importance of apologies and about hiring people that are human and who act with humanity.


November 13, 2018

Allow for Human Error: Design in Empathy & Care

In this episode of Jeanne Bliss’ Daily Dose…of Reality, we discuss organizations that design with human error in mind, build in grace, and operationalize practices that allow their team to act like humans and take care of their customers.


October 30, 2018

Hire People with the Ability to Care: A #MakeMomProud Case Study

As we move past many of the traditional ways of interacting with companies, what we expect from the people across the chat-box, the sales counter, or the service desk has changed dramatically. Especially, the newest breed of customer is flexing their spending muscle by choosing to interact with companies that provide caring people, relevance, choice, and speed. The ability to empathize and be human is now cited as a reason why customers stay or go. It is a condition for earning that sale.


How to Build in Experiences That Will Earn Customers' Raves: Introducing the "Talk Trigger" with Jay Baer
October 11, 2018

How to Build in Experiences That Will Earn Customers’ Raves: Introducing the “Talk Trigger” with Jay Baer [PODCAST]

In this special video interview, I interview Jay Baer, Founder of Convince & Convert, and author of Talk Triggers: The Complete Guide to Creating Customers With Word of Mouth. Jay shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking.


October 2, 2018

How to Improve CX at Every Level of the Organization Through Personal Responsibility

In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did this summer with my good friend Laura Ortman—chief customer officer of Equinix—in which we discuss how practitioners from call center representatives to business leaders can impact customer experience in their roles every day. 


September 25, 2018

Do You Know the Power Core of Your Company? How to Determine and Dance with the Power Core

On a recent episode of my podcast, I talked to Lee Roquet of Yellowfin about the importance of the Power Core, and it’s such an important topic, I wanted to expand upon it in my vlog, and talk about why a lack of understanding of the Power Core may be what’s preventing you from getting traction.


How Electronic Arts Improves the Electronic Gamer Experience Through Team Empowerment and Journey Mapping
August 31, 2018

How Electronic Arts Improves the Gamer Experience Through Team Empowerment and Journey Mapping [PODCAST]

Gaming is a huge industry with a lot of devoted customers, which is why it was so interesting to speak with John Pompei, Head of Player Experience Operations Worldwide for Electronic Arts. John shares how he helped build the player journey and improve the overall experience for EA gamers.


In the Competitive Airline Industry, Best Practices in CX can be Transformational