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Top Takeaways:

  • Do More – This acronym is from Blake’s book. These are some principles that the top companies follow to “do more” for their customers.
    • D – Design something special
    • O – Offer a strong employee experience
    • M – Modernize with technology
    • O – Obsess over the customer
    • R – Rewards responsibility and accountability
    • E – Embrace disruption and innovation
  • Hold leaders to a higher standard. Leaders need to be more focused on the customer experience and long-term success, rather than focus on just immediate profits.
  • Outwork your competition. Every company needs to find passionate excited employees who want to work harder (and smarter). You’ve got to be thoughtful and work harder for the customer.


Blake Morgan is a customer experience futurist. Her first book is “More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences.” She is also the host of The Modern Customer podcast and a weekly customer experience video series on YouTube.

Shep Hyken is a customer service and experience expert, best-selling author and your host of Amazing Business Radio.

“You’ve got to be thoughtful, work really hard, and be almost maniacal with your obsession with that customer experience.” – Blake Morgan


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This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. What is customer experience?
  2. How do I create better customer experiences?
  3. Why is the customer experience so important?
  4. How do I do more for my customer?
  5. How does Airbnb create better customer experiences?
  6. How does Amazon create better customer experiences?



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