Blake Morgan is a Customer Experience Futurist, Keynote Speaker and Author of the new book ‘More Is More’. On this episode, we ask her: Why does customer experience actually matter? We talk about customer support and contact centres. And of course, we discuss the future of customer experience and how technology will impact how brands engage with their customers.
Resources mentioned:
More Is More (book), by Blake Morgan. Fresh Air (podcast), hosted by Terry Gross, by NPR. Thick Face, Black Heart (book), by Chin-Ning Chu.
Key takeaways (starts at 27:07):
Focus on the right metrics; the metrics which matter to the customer, not just the metrics which matter to the organisation. Make things easy for the customer Don’t make the customer repeat themselvesA radically different approach to the aged-care sector
How Australia's leading pharmacy chain manages CX
What you can learn about CX from the aged care sector
The secrets behind Flybuys' 25 years of success
How Bunnings maintains a 90% staff retention rate
Turning your customers into your greatest marketing asset
Why Lush radically empowered their front-line teams
BONUS: We're back for 2020 with some special announcements
How to spend $129M on customer experience transformation
Why HubSpot killed the sales funnel
Your 101 guide to STORYTELLING in business
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