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

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.