The 5-Step Guide for Customer and Culture Transformation: Your “Would You Do That To Your Mother” Reading Experience
May 25, 2018

The 5-Step Guide for Customer and Culture Transformation: Your “Would You Do That To Your Mother” Reading Experience

I designed this book to be a series of toolkits for you and your team to use while transforming your company’s customer experience. You’ll find a 5-step plan for evaluating your company’s current behaviors and implementing actions at every level of the organization to achieve the “Make Mom Proud” company status.


customer desire graphic
June 3, 2014

How Do You Deliver a Reliable Experience?

Listen to Jeanne’s keynote from the Customer Success Summit 2014 (30:34 minutes). You’ll hear more about the five customer experience competencies that unite the silos and ensure the handoffs across the organization are optimized for a reliable customer experience.


July 25, 2011

Hire in Haste. Repent in Leisure.

Creating a Customer Culture starts with hiring. You’ve got to know your higher purpose in customers’ lives. You’ve got to know what you stand for. And you’ve got to know what type of environment you are creating.

Leaders in beloved companies don’t worry about hiring a great employee and having him leave in three months. Instead they worry about hiring a bad employee and having him stay for three years.

If someone doesn’t align with the company’s core beliefs and values, it will be very difficult for that person not only to develop effective relationships, but to deliver your “special blend of magic,” the personality stamp of your culture.