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 positive experiences. 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.
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The book i fine, it's the narration that kills it. I'm amazed I managed to stick it out.
The content is good but other books lay out similar concepts with summary points at the end of each chapter and I find this hugely helpful when listening and learning from audiobooks. I would definitely read more of Blake Morgan's work
Anyone! Honestly it was dire, you couldn't pay me to listen to this again. It's a shame as the book content is decent and I've looked up some of the models/concepts proposed and they have much to offer.
Decent book content, just avoid the droney robotic narration at all costs.