Does your customer experience pass the #MakeMomProud test? Part 1

Published on: July 15, 2020
Author: Guest author: Jeanne Bliss

The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Titled Would You Do That To Your Mother?  it highlights that you need to understand customers personally to elevate their experience. So, would your mother be happy with the outcome – and would your customer service decision make her proud of you? 

In our latest guest post we’re sharing a key case study from Would You Do That To Your Mother?, demonstrating how hotel group The Dorchester Collection: 
 

  • Used disruptive insights from customers and staff to transform how it served breakfast and turned its laundry service into a wardrobe experience 
  • Increased its guest experience index by 22% worldwide and won multiple awards for its approach 

 

Find out more by reading the whole post here on the site of Eptica’s parent company Enghouse Interactive. 

 

Tags: Jeanne Bliss, Dorchester Collection, hospitality, Customer Service, Customer experience, CX, Customer satisfaction, empathy, MakeMomProud
Categories: Best Practice

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