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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.

About:

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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