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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.
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.
|Publisher:||Taylor & Francis|
|Product dimensions:||6.00(w) x 9.00(h) x (d)|
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.
Table of Contents
Introduction What Is Customer Experienceand 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
About the Author
Most Helpful Customer Reviews
In More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences by Blake Morgan, Morgan lays out an organizational psychology theory on how companies can gain and retain customers by creating exceptional customer experiences from initial advertising to customers becoming repeat customers of a brand. The typical company is not currently using advertising to their best advantage to inspire a customer to purchase their product. Further, the company doesn’t care about the customer’s experience purchasing their product and what happens after that customer has purchased the product. This flawed philosophy is costing companies business and even forcing them to close up shop. Through her acronym of DOMORE, Morgan shares her perspectives on how companies can fix this by sharing research and examples of companies that are thriving in their ability to give excellent customer experiences. There is a lot of information in this book that is helpful to business leaders to improve their ability to not only reach customers but to keep them engaged with their brands leading to loyal customers. Some of the research in particular that was interesting was the generational research about purchasing behaviors and why companies need to shift their approaches to match up with the current market. I also enjoyed the practical examples of how many companies have forward thinking in mind with regards to their customers, and how they have tailored their business to reflect the values and needs of their customers. While many of the concepts discuss the overall theme, it is helpful to have these examples since the paradigm of how businesses operate is shifting and these company examples are really paving the way to do it. There is a variety of information to keep the reader interested with plenty of beginning steps to begin the process of putting the customer at the center of the business. The editing is professional and the writing is clear. There are several problems with this book. I felt let down through the whole book until I went back when I was done reading and really looked at the chapters. Then I understood what I was missing and had to go back through and make all the information connect. The book starts out with an introduction about this exciting DOMORE theory that I was looking forward to reading about. I finally hit chapter four where the acronym finally gets explained…only it wasn’t really explained. I realized later that the author titled each of her chapters after that on each letter of the acronym and was explaining it to me the entire time I was wondering what happened to it. The information was interesting and I kept hoping it would connect. It occurred to me at the end that the chapters were the explanations of the theory. I wish the author had been more detailed in her introduction of it. The chapters were clear and great after I realized what the set up was. The introduction to it should introduce the acronym, a graphic would be helpful, and set up the rest of that section of the book. The other complaint I had was with the graphics that existed. They were in black and white and so small I couldn’t read anything on them so they might be great, but I can’t read them to tell so they may as well have not been in the book. In the sections that discussed those graphics it was hard to follow the reading because I couldn’t refer to the graphic.
The Customer Is Always Right! A few days ago I finished reading a great book worthy of taking notes and revisiting in the near future. The fitting title of this book written by Blake Morgan is, "More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences." As a strong believer in constant improvement of a companies relationship with customers and possible new customers I have read, researched, and applied many systems over the years. However, when I began reading More Is More I became re-inspired in my business and customer interaction. In a saturated market of self-help, business help, and all other forms of helps, it was nice to see a concise and well structured how-to book that was easy to read, and I agreed with the concepts within. Like the author, I agree that the customer relationship is paramount to retain, expand, and guarantee a positive customer base. Thus, resulting in happier customers, more referrals, and of course higher production. More Is More is easy to follow and implement for any size business. I can tell a lot of work and research has gone into this book and it shows. The proof work and editing are well done. Making for an easy, understandable, and uninterrupted read.