More is More, Blake Morgan
More is More, Blake Morgan
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More is More
How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences

Author: Blake Morgan

Narrator: Caroline H. McLaughlin

Unabridged: 5 hr 13 min

Format: Digital Audiobook Download

Publisher: Ascent Audio

Published: 06/01/2017

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 Blake Morgan

Blake Morgan is a leader in customer experience. As a keynote speaker and customer experience futurist, she has worked with Accor Hotels, Accenture, Adobe, Parker Hannifin, Ericsson, Omron, Verizon, and many other organizations. She is also an adjunct faculty member of the executive MBA program at Rutgers Business School and a guest lecturer at Columbia University. Her first book is More is More: How the Best Companies Work Harder and Go Farther to Create Knock-Your-Socks-Off Customer Experiences. Blake contributes to Forbes, Harvard Business Review, and Hemispheres magazine. Additionally, she hosts The Modern Customer Podcast and a weekly customer experience video series on YouTube.

Reviews

Goodreads review by Benjamin on April 02, 2018

In More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences by Blake Morgan. The recent economy is littered with the bones of the older companies who have not changed with the times. In the modern digital environment is difficult to compete,......more

Goodreads review by Nicole on April 28, 2022

Do NOT listen to the audiobook. The narrator’s voice was absolutely dreadful. Ruined a potentially great book. Not too much “new news” in here from a CX perspective but I did like hearing what other companies are doing well to inspire me. Great points about the contact center and CX as a whole too.......more

Goodreads review by Amanda on February 08, 2018

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 adverti......more

Goodreads review by Moná on March 11, 2018

A customer’s experience is one of the most important element when running a business and offering products or services. When operating a company of any kind, assigning a designated individual or team to handle customer relations is what will help you remain in business. This resourceful guide breaks......more

Goodreads review by Paula on January 11, 2018

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 Ex......more

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