More Is More provides practical advice for building or improving customer experience that you can apply immediately at your own organization. Ttime is of the essence andyour 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 Thrive in the ever-changing business landscape
More Is More provides practical advice for building or improving customer experience that you can apply immediately at your own organization. Ttime is of the essence andyour 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 Thrive in the ever-changing business landscape
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.
Inhaltsangabe
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
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
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