Mehr ist mehr: Wie die besten Unternehmen weiter gehen und... von Morgan, Blake Hardcover

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ISBN
1138046787
EAN
9781138046788
Date of Publication
2017-05-09
Release Title
More Is More: How the Best Companies Go Farther and Work Harde...
Artist
Morgan, Blake
Brand
N/A
Colour
N/A
Book Title
More Is More: How the Best Companies Go Farther and Work Harde...
Kategorie

Über dieses Produkt

Product Identifiers

Publisher
Routledge
ISBN-10
1138046787
ISBN-13
9781138046788
eBay Product ID (ePID)
237494435

Product Key Features

Number of Pages
198 Pages
Language
English
Publication Name
More Is More : How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences
Subject
Marketing / General, Careers / General, Customer Relations, General
Publication Year
2017
Type
Textbook
Subject Area
Business & Economics
Author
Blake Morgan
Format
Hardcover

Dimensions

Item Height
0.8 in
Item Weight
20.2 Oz
Item Length
9.3 in
Item Width
6.3 in

Additional Product Features

Intended Audience
Scholarly & Professional
LCCN
2016-057639
Reviews
"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
Illustrated
Yes
Table Of Content
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
Synopsis
"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.
LC Classification Number
HF5415.5.M664 2017

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