More Is More

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“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.

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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.

Blake Morgan

Blake Morgan is a leader in customer experience. She is a customer experience futurist and keynote speaker who brings her message to audiences all over the world. Her clients include Comcast, Fujitsu, Nationwide, Allstate, Genentech, Accor Hotels, Accenture, Parker Hannifin, Ericcson, Verizon, Adobe and more. Blake is a guest lecturer at Columbia University, the University of California, San Diego and adjunct faculty at the Rutgers MBA program. She is a contributor to Forbes and the Harvard Business Review. Blake is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube

Additional information

EBook Features

eBook features:
Highlight, take notes, and search in the book
In this edition, page numbers are just like the physical edition
Length: 221 pages
Word Wise: Enabled
Enhanced Typesetting: Enabled
Page Flip: Enabled

Product Details

Product details
ASIN ‏ : ‎ B072DTQ721
Publisher ‏ : ‎ Routledge; 1st edition (April 21, 2017)
Publication date ‏ : ‎ April 21, 2017
Language ‏ : ‎ English
File size ‏ : ‎ 3899 KB
Simultaneous device usage ‏ : ‎ Up to 4 simultaneous devices, per publisher limits
Text-to-Speech ‏ : ‎ Enabled
Screen Reader ‏ : ‎ Supported
Enhanced typesetting ‏ : ‎ Enabled
X-Ray ‏ : ‎ Not Enabled
Word Wise ‏ : ‎ Enabled
Print length ‏ : ‎ 221 pages
Page numbers source ISBN ‏ : ‎ 1138046787
Lending ‏ : ‎ Not Enabled

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