1st Edition
More Is More How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences
“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.
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
Biography
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."Every executive gives lip service to great customer service, some even have sincere intentions; but the troops thin out a bit when it comes down to actually delivering an exceptional customer experience. More Is More, is a much deserved – and very practical anvil to the head for anyone in business who desires to differentiate by truly amazing the customer."
-John Venhuizen, President & CEO, Ace Hardware Corp"A must read for any Chief Customer Officer! More Is More provides new insights into the ever-evolving field of customer experience."
- Claire Burns, Chief Customer Officer, MetLife"Blake Morgan sees the future of what great customer experiences will be, and outlines how you can lead your company there."
-John Rossman, Author of The Amazon Way: 14 Leadership Principles of the World’s Most Disruptive Company"Don’t get disrupted! More Is More can give you practical tips to reexamine and reinvigorate your organization’s approach to understanding and serving your customers’ needs."
-Zoher Karu, Chief Data Officer, eBay"More Is More is a great collection of case studies, customer research and recommendations that will get your brain buzzing on how to take your organization's customer experience to the next level."
-James Staten, Chief Strategist, Microsoft Cloud"Blake Morgan’s More is More makes a compelling case and provides a clear roadmap for organizations to dig deeper to deliver powerful, differentiating customer experiences."
-Peter Horst, former CMO, The Hershey Company
