March 12, 2019

Looking Ahead: the State of Customer Experience

In lieu of alieu of a regular Daily Dose video, I share an excerpt of an interview with my friend Laura Ortman, in which we talk about the state of customer experience, how it’s evolving, and why we need to ground ourselves in understanding the lives of our customers and our employees.


February 26, 2019

Turn “Gotcha” Moments into “We’ve Got Your Back” Moments

If you have “ifs, ands, or buts” in your language, you’re at risk for delivering “gotcha” moments. Our companies’ opportunities are to create “we’ve got your back” moments, in which customers feel like we have their best interests at heart. How should your company shift, and what are the returns on that investment once you do? I explore in today’s video.


February 19, 2019

Make Memory Creation the Currency of Your Brand

Beloved, Make-Mom-Proud companies work, craft, and deliver memories that customers remember and yearn for and go back to. They go out of their way to understand where their customers are emotionally. Learn how to cultivate a culture of memory creators in this Daily Dose video episode.


February 5, 2019

CX Opportunities in 2019: What We Can Learn from the Forrester Customer Experience Index

As companies are ramping up their 2019 initiatives at the beginning of this year, it’s a good opportunity to look back on what we’ve learned in 2018. As customer experience leaders, we have to set the tone for our organizations by acknowledging customer needs and motivations. Today, I want to explore 3 challenges brands are facing in 2019 and what your company should do about them.


January 29, 2019

Focus on Earning a Long-Term Relationship, Not Making the Sale

Make Mom Proud companies work to replace tactics with establishing a relationship with customers; they aim to guide rather than hide; they educate customers with facts, which they clearly lay out for them so customers can make informed decisions. So work to earn the relationship. Don’t make that sale. Learn more in today’s Daily Dose video.


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.