More Is More

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.

• ForewordAcknowledgmentsIntroduction What Is Customer Experience—and Why Is It Important?Part I The Customer Experience Today and TomorrowChapter 1 The Current State of Customer Experience Chapter 2 Customers Want to Do Business on Their TermsChapter 3 The Growing Role of Technology in Customer ExperienceChapter 4 Cleaning Up a Mess of Big Data and MarketingPart II Creating Knock-Your-Socks-Off Customer Experience: D.O.M.O.R.E Chapter 5 Design Something SpecialChapter 6 Offer a Strong Employee ExperienceChapter 7 Modernize with TechnologyChapter 8 Obsess over the Customer Chapter 9 Reward Responsibility and Accountability Chapter 10 Embrace Disruption and InnovationPart III Designing the Customer Experience of the FuturePart III Designing the Customer Experience of TomorrowChapter 11 The Six Rings of the Modern Customer ExperienceChapter 12 Culture, Vision, and Priorities Chapter 13 Generational Customer ExperienceChapter 14 Making It Right with Your CustomersChapter 15 A Focus on Quarterly Profits Kills Long-Term Growth ConclusionReferencesIndexAbout the Author

"Every executive gives lip service to great customer service, some even have sincere intentions; but the troops thin out a bit when it comes down to actually delivering an exceptional customer experience. More Is More, is a much deserved – and very practical anvil to the head for anyone in business who desires to differentiate by truly amazing the customer."-John Venhuizen, President & CEO, Ace Hardware Corp"A must read for any Chief Customer Officer! More Is More provides new insights into the ever-evolving field of customer experience."- Claire Burns, Chief Customer Officer, MetLife"Blake Morgan sees the future of what great customer experiences will be, and outlines how you can lead your company there."-John Rossman, Author of The Amazon Way: 14 Leadership Principles of the World’s Most Disruptive Company"Don’t get disrupted! More Is More can give you practical tips to reexamine and reinvigorate your organization’s approach to understanding and serving your customers’ needs."-Zoher Karu, Chief Data Officer, eBay"More Is More is a great collection of case studies, customer research and recommendations that will get your brain buzzing on how to take your organization's customer experience to the next level."-James Staten, Chief Strategist, Microsoft Cloud"Blake Morgan’s More is More makes a compelling case and provides a clear roadmap for organizations to dig deeper to deliver powerful, differentiating customer experiences."-Peter Horst, former CMO, The Hershey Company