Driving Culture Change

customers tell the story for the beloved company 1

When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then customers will begin to grow your business for you. “I Love You More Than My Dog,” is a reminder that people are bound by emotion to the things they love.

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3 Actions Decide to Believe

“I believe you.” With those words, we honor the recipient. Inside beloved companies, they decide to believe. Trust and belief are cornerstones of relationships with employees and customers. Take action and implement three actions to help make “believing” a core competency in your organization and culture.

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Is Your Company Beloved

Beloved companies decide differently than everybody else. Acutely aware of how their every action impacts how customers feel and respond to them, they take the time to make purposeful decisions about the contacts they have with customers. Beloved companies make a choice. They actively decide to connect who they are as people with the decisions they make in how they run their business.

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Companies that customers love work hard not to lose their personality—not in their products, not in their service, not in anything they do. They become beloved because of how they connect with customers in their lives. They relate personally with customers the beloved company’s personality comes through during any interaction with a customer.

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Repairing the Emotional Connection with Customers

The measure of your company is determined in the moments of recovery. And beloved companies obsess over every moment of these situations because they know that customers are keeping score.

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Decide to Believe - Belief as Competency

“I believe you” are three of the most powerful words in business because they send a message: “We trust our customers and we trust our employees.” When embraced in business, “I believe you” unleash optimism, enthusiasm, imagination, and growth. Decisions grounded in belief prove how much you honor customers and employees.

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Customer Experience Bookends - Evaluate Your Level of Clarity

Are you deliberate in the memories you deliver at the beginning and ending moments of customer contact? To plan reliable delivery, you must know the customer emotions involved in the experience from beginning to end. If you deliver great personalized service, but parking is a nightmare, you still have a hurdle to clear.

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Are You a Company of Believers?

by Jeanne Bliss on January 27, 2015

in Decide to Believe

Are You a Company of Believers?

The actions of belief, such as trusting and honoring employees and customers, bonds people to a company. Believing is a unique and special characteristic that sets beloved companies apart. It makes them human.

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Customers as Assets - Belief and Investment Equal Growth

Customers are assets to be cared for and nurtured. Beloved companies are always aware of how their assets are growing or shrinking. Knowing the value of a long term customer guides decisions on how a company welcomes new customers and develops existing customer relationships. The formula for success is Belief + Investing = Growth.

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Decide to Say Sorry _ The Peace Process

When a beloved company apologizes for something that goes wrong, the intent and motivation is to make customers whole—to earn the right to continue the relationship. Their genuine apology transforms into an opportunity that enables customers to think, “Who else would respond this way?”

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