Blake Morgan is a keynote speaker, a Customer Experience Futurist and author of the new book, “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is also my wife. Blake is an adjunct faculty member in Rutgers University’s executive education MBA program. She contributes to Forbes, the Harvard Business Review and the American Marketing Association. She hosts The Modern Customer Podcast and a weekly customer experience video series on YouTube.
More is More is about hard work. Blake says that companies today cannot sit on their laurels. “The only thing that will differentiate themselves from their competitors is customer experience.” Customer experience is what the customer thinks of the brand. It doesn’t matter what a company thinks, the customer has preconceived ideas of what it is.
The book discusses – a ‘D.O. M.O.R.E.’ framework. This is not just spending more money but making customers lives easier and better. Do More comes from the following:
D – Designing something special
O – Offer a strong employee experience
M – Modernizing with technology
O – Obsessed about customers
R – Rewarding responsibility and accountability
E – Embrace disruption and innovation
What are some trends Blake is seeing? More big companies are hiring remotely. With that in mind, it is important to be smart about the types of people who you hire. Hire for attitude not only skill set. Hire people who are wonderful representatives for your brand.
What you will learn in this episode:
● Life in the Morgan household
● What it is like working ‘next to’ your spouse!
● Getting started in speaking and writing
● Why Blake wrote her book
● How customer experience fits into the future of work
● How customer experience and employee experience fit together
Links from the episode: