MBA Mommy

Part MBA, Part MRS, Part MOM…..All ME

I Love You More….

Posted by mbamommy on May 5, 2010

As a follow up to My Recent Epiphany, I wanted to share my thoughts on Jeanne Bliss’s book, I Love You More Than My Dog.  I should preface this by saying that over the past few weeks, Jeanne and I have struck up a partnership and I will be working for her on a part-time basis once my tenure at BBI is done (more to come on that…I promise).  So, as part of my “homework” assignment on getting up to speed on all things CCO, customer service and CustomerBLISS, I was anxious to start reading.

First of all, it’s a super easy read.  For all of you MBA’s out there, you know the difference between learning from a textbook and a case study.  My textbooks were always full of highlighted sentences that I never took the time to go back and review later.  Meanwhile, most of the case studies I read in b-school still live in my brain.  One of the many reasons why I LUV SWA so much is because their decision to start flying in and out of BWI was the first case study I read in my Corporate Strategy class.

But, I digress.  Jeanne presents the 5 decisions Beloved Companies make in easily digestible, approachable sections.  She explains each on a high level and then gives a quick case study example.  She even gets a little personal and shares some of her personal Beloved Company experiences.  Here’s the best part.  She doesn’t tell you how to do it.  She gives you the questions to ask yourself/your company so you can show yourself .  Talk about giving a man a fishing pole, right?

I think that’s the right way to approach the challenge of becoming a Beloved Company.  No two companies are the same, so no two solutions will be the same.  Jeanne is able to get past all those differences and get to the root of how companies create ‘raving fans’.   Frankly, the one thing that resonated a lot with me throughout all of her example companies is that the folks running them seem like they’re genuinely good.  And, if you’re genuinely good in your personal life, that should carry into your professional life.  That, and guts.  It takes guts to take a step back and ask the tough questions.  And then to follow through.

To take that a step further, I read an interesting blog post yesterday from All In One Marketing called “The Open Chair“.  She recommends that companies keep an “open chair” at their strategy meetings.  This chair could be filled by either an outside consultant or an internal employee who understands the challenge but can also provide an outside/clear perspective.  This person would be able to help you ask…and answer…the tough questions.

Think about it, the best advice you’ll ever get is from an unbiased outsider who has your best interests in mind.  That’s why we lean on our girlfriend’s when we have disagreements with our husbands or our husbands when we have disagreements with our bosses.  It’s the same concept.

Back to the book.

Simply put, it’s a good, quick read.  It provides some great tools to get the conversation started.  Go.  Buy it.  Read it.  Apply it.

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2 Responses to “I Love You More….”

  1. Alexis Rago said

    I just read Jim Collins “Good to Great” and his philosophy seems to be similar. Get the right people on the bus, in the right seat; then figure out what you’ll do; be the best in the world at something; figure out your economic engine; and be passionate about your work. It’s not a quick change (although the press may make it look like an overnight success); but a slow, well-thought out strategy. Very easy read, with data of many companies to back it up. I highly recommend it.

    • mbamommy said

      Alexis, I’ve been meaning to read that book for a while. Now I definitely need to push it to the top of my To Do list, thanks for the reco!

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