Blake Morgan

More Is More (eBook, PDF)

How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences

• Format: PDF

Produktbeschreibung

"Less is more" may be good advice for many efforts, but it is terrible advice when it comes to customer experience. Brands that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. Companies that embrace a "more is more" philosophy work harder and go further to ensure that their customers have a positive experience: they do this through customer-focused strategies and leadership, via operations, policies, and procedures that consider how the customer will fare in every scenario.

Customer experience guru Blake Morgan walks you through the D.O.M.O.R.E. concepts that set businesses up for success by emphasizing the importance of relationships. Companies that do more:

Design something special

Offer a strong employee experience

Modernize with technology

Obsess over the customer

Reward responsibility and accountability

Embrace disruption and innovation

More Is More offers practical advice for building or improving customer experience that you can apply immediately at your own organization. Time is of the essence: your customers are not willing to wait for you to get the customer experience right. Outlining the key areas you need to address immediately, More Is More will help you weather external changes, remain relevant, and thrive in today's ever-changing business landscape.

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Produktdetails

• Verlag: Taylor & Francis
• Seitenzahl: 222
• Erscheinungstermin: 21. April 2017
• Englisch
• ISBN-13: 9781351694490
• Artikelnr.: 48210345

Autorenporträt

Blake Morgan is a Customer Experience Futurist. She is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. She's been ranked as ICMI's Top 50 Thought Leaders To Follow on Twitter In 2016, Clarabridge's #1 Social Customer Service expert to follow, and Customer Gauge's top 20 customer experience experts to follow in 2017. She has worked with Intel, Verizon Wireless, and many more. She lives in the Bay Area with her husband, daughter and their two Yorkie rescues. This is her first book.

Visit Blake at www.blakemichellemorgan.com.

Inhaltsangabe

Foreword
Acknowledgments
Introduction What Is Customer Experience-and Why Is It Important?
Part I The Customer Experience Today and Tomorrow
Chapter 1 The Current State of Customer Experience Chapter 2 Customers Want
to Do Business on Their Terms
Chapter 3 The Growing Role of Technology in Customer Experience
Chapter 4 Cleaning Up a Mess of Big Data and Marketing
Part II Creating Knock-Your-Socks-Off Customer Experience: D.O.M.O.R.E
Chapter 5 Design Something Special
Chapter 6 Offer a Strong Employee Experience
Chapter 7 Modernize with Technology
Chapter 8 Obsess over the Customer
Chapter 9 Reward Responsibility and Accountability
Chapter 10 Embrace Disruption and InnovationPart III Designing the Customer
Experience of the Future
Part III Designing the Customer Experience of Tomorrow
Chapter 11 The Six Rings of the Modern Customer Experience
Chapter 12 Culture, Vision, and Priorities
Chapter 13 Generational Customer Experience
Chapter 14 Making It Right with Your Customers
Chapter 15 A Focus on Quarterly Profits Kills Long-Term Growth
Conclusion
References
Index
About the Author