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

Morgan, Blake

Hardcover

ISBN 10: 1138046787 ISBN 13: 9781138046788

Publisher: Routledge, 2017

Synopsis

The phrase "less is more" may be true about many things, but it's not true when it comes to customer experience. Companies 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. The companies that embrace a "more is more" philosophy work harder and go further to ensure that their customers have a positive experience. Companies that understand the importance of a relationship―even one individual relationship―are willing to go to any length to ensure that they continue to nurture that relationship. They do this through customer-focused strategies and leadership, via operations, policies, and procedures that consider how the customer will fare in every scenario. More Is More provides practical advice for building or improving customer experience that you can apply immediately at your own organization. Because time is of the essence, your customers are not willing to wait for you to get the customer experience right. This book shows you the invisible toxins that are killing your customer experience and your market share and how you should address them. More Is More sets you up for success, outlining the key areas you need to address immediately so you can weather external changes, remain relevant and thrive in the ever-changing business landscape.

About this title

About the Author:

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.

Review:

"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

"To be successful in today's hyper competitive marketplace, winning companies foster a culture of innovation that is laser focused on constantly enhancing long-term customer relationships. With real-life examples and highly readable prose, Blake provides a template to achieve this goal. If you are looking for more - read customer experience guru Blake Morgan's book!" - Chris McCann, CEO 1-800-Flowers.com, Inc.

"Blake simplifies customer experience for her readers. Want a clear-cut approach to improving customer experience through self-service, machine learning and automation? Read this book!" - Andreas von der Heydt, Director of Kindle, Amazon

"Blake Morgan cuts through the customer experience hype and provides you practical examples you can immediately implement at your organization." - Darren Pleasance, Managing Director, Global Customer Acquisitions, Google

"In a hyper connected, knowledge sharing intelligent economy, where everyone and everything is connected, customer experience is the next battleground for business. Digital business leaders can successfully manage transformation, and accelerate growth, by positioning customer relationship management as their company's center of gravity. Blake Morgan's book is a brilliant guide for becoming a truly customer centric business." -Vala Afshar, Chief Digital Evangelist, Salesforce

"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

"Customer experience is a never-ending race to create meaningful interactions. This book is the race car you need to stay ahead of the competition." - Pete Blackshaw, Global Head of Digital and Social Media, Nestle

"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

"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

"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

About this edition

• Publisher: Routledge
• Publication date: 2017
• ISBN 10: 1138046787
• ISBN 13: 9781138046788
• Binding: Hardcover
• Edition number: 1
• Number of pages: 198