More is more : how the best companies go farther and work harder to create knock-your-socks off customer experiences / Blake Morgan
- Author
- Morgan, Blake (Marketing researcher)
- Published
- New York : Routledge, [2017]
- Physical Description
- xxiii, 196 pages ; 24 cm
- Contents
- Introduction: what is customer experience : and why is it important? -- The customer experience today and tomorrow -- The current state of customer experience -- Customers want to do business on their terms -- The growing role of technology in customer experience -- Cleaning up a mess of big data and marketing -- Creating knock-your-socks-off customer experience: D.O.M.O.R.E -- Design something special -- Offer a strong employee experience -- Modernize with technology -- Obsess over the customer -- Reward responsibility and accountability -- Embrace disruption and innovation -- Designing the customer experience of the future -- The six rings of the modern customer experience -- Culture, vision, and priorities -- Generational customer experience -- Making it right with your customers -- A focus on quarterly profits kills long-term growth -- Conclusion -- Notes -- References -- Index.
- Subject(s)
- ISBN
- 9781138046788 (hardback : alk. paper)
1138046787 (hardback : alk. paper) - Bibliography Note
- Includes bibliographical references and index.
View MARC record | catkey: 20514623