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More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences
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 a positive experience. 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.
- GenresBusiness
198 pages, Hardcover
Published May 9, 2017
16 people are currently reading
371 people want to read
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Displaying 1 - 16 of 16 reviews
May 20, 2017
If you are a Customer Experience practitioner than you need to read this book! Blake puts things in simple terms (at least to me) on how to Care about the experiences you have with your customers'. I liked how Blake broke down the different styles of the generations, her specific examples on how some companies are treating their CX and at the end of each chapter a quick round-up of the top items covered in that chapter.
I highly recommend reading this book and gaining the insights that you can apply to your company to delight your customers and gain new ones.
Well done and Congrats Blake!
I highly recommend reading this book and gaining the insights that you can apply to your company to delight your customers and gain new ones.
Well done and Congrats Blake!
April 2, 2018
In More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences by Blake Morgan. The recent economy is littered with the bones of the older companies who have not changed with the times. In the modern digital environment is difficult to compete, many corporate heats are focusing on better advertising, or even ignoring the endearing process, claiming it is “better sold than good”, fixating on quarterly reviews and immediate benefit.
The author points out that many executives and small-business are ignoring one of the best sources of business is from the potential of getting repeat customers, rather than corralling new ones. This can be done by having a good product, which many companies do, but also by being focused on the customer. Which it turns out is not just a polite smile, but a whole infrastructure. The easier it is for a customer to do business with a company, the harder the company has had to work to make it that easy.
The goal is clear: the customer needs to have their needs met consistently, reliably, and systematically. Just like you would with accounting. This is where technology comes in, the places where customers make contact with a branch are now relationship-building tools rather than just a pit where money is to be tossed so customers will give us their money.
It’s interesting to see how things are starting to go full circle. When businesses were industrialized there was profit in keeping the customer at a distance with mail-order catalogues and selling on paper. Now that things are digital? It’s almost like people are returning to the old idea of interpersonal business, only on a massive scale given digitization.
The author points out that many executives and small-business are ignoring one of the best sources of business is from the potential of getting repeat customers, rather than corralling new ones. This can be done by having a good product, which many companies do, but also by being focused on the customer. Which it turns out is not just a polite smile, but a whole infrastructure. The easier it is for a customer to do business with a company, the harder the company has had to work to make it that easy.
The goal is clear: the customer needs to have their needs met consistently, reliably, and systematically. Just like you would with accounting. This is where technology comes in, the places where customers make contact with a branch are now relationship-building tools rather than just a pit where money is to be tossed so customers will give us their money.
It’s interesting to see how things are starting to go full circle. When businesses were industrialized there was profit in keeping the customer at a distance with mail-order catalogues and selling on paper. Now that things are digital? It’s almost like people are returning to the old idea of interpersonal business, only on a massive scale given digitization.
April 28, 2022
Do NOT listen to the audiobook. The narrator’s voice was absolutely dreadful. Ruined a potentially great book.
Not too much “new news” in here from a CX perspective but I did like hearing what other companies are doing well to inspire me. Great points about the contact center and CX as a whole too. All leadership teams should have to read this!!
Not too much “new news” in here from a CX perspective but I did like hearing what other companies are doing well to inspire me. Great points about the contact center and CX as a whole too. All leadership teams should have to read this!!
December 27, 2019
Felt Recycled
February 8, 2018
In More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences by Blake Morgan, Morgan lays out an organizational psychology theory on how companies can gain and retain customers by creating exceptional customer experiences from initial advertising to customers becoming repeat customers of a brand. The typical company is not currently using advertising to their best advantage to inspire a customer to purchase their product. Further, the company doesn’t care about the customer’s experience purchasing their product and what happens after that customer has purchased the product. This flawed philosophy is costing companies business and even forcing them to close up shop. Through her acronym of DOMORE, Morgan shares her perspectives on how companies can fix this by sharing research and examples of companies that are thriving in their ability to give excellent customer experiences.
There is a lot of information in this book that is helpful to business leaders to improve their ability to not only reach customers but to keep them engaged with their brands leading to loyal customers. Some of the research in particular that was interesting was the generational research about purchasing behaviors and why companies need to shift their approaches to match up with the current market. I also enjoyed the practical examples of how many companies have forward thinking in mind with regards to their customers, and how they have tailored their business to reflect the values and needs of their customers. While many of the concepts discuss the overall theme, it is helpful to have these examples since the paradigm of how businesses operate is shifting and these company examples are really paving the way to do it. There is a variety of information to keep the reader interested with plenty of beginning steps to begin the process of putting the customer at the center of the business. The editing is professional and the writing is clear.
There are several problems with this book. I felt let down through the whole book until I went back when I was done reading and really looked at the chapters. Then I understood what I was missing and had to go back through and make all the information connect. The book starts out with an introduction about this exciting DOMORE theory that I was looking forward to reading about. I finally hit chapter four where the acronym finally gets explained…only it wasn’t really explained. I realized later that the author titled each of her chapters after that on each letter of the acronym and was explaining it to me the entire time I was wondering what happened to it. The information was interesting and I kept hoping it would connect. It occurred to me at the end that the chapters were the explanations of the theory. I wish the author had been more detailed in her introduction of it. The chapters were clear and great after I realized what the set up was. The introduction to it should introduce the acronym, a graphic would be helpful, and set up the rest of that section of the book. The other complaint I had was with the graphics that existed. They were in black and white and so small I couldn’t read anything on them so they might be great, but I can’t read them to tell so they may as well have not been in the book. In the sections that discussed those graphics it was hard to follow the reading because I couldn’t refer to the graphic.
In spite of the criticisms I have of the book, I think the theory the author proposed is helpful and informative. It correlates with the research she shared and the practical experiences of companies who have thrived in aspects of the theory. The examples of companies and the way the research applies to how to make a business thrive is timely and a much needed read in this field. This is definitely a resource business leaders will want to read to modify their business in this shifting paradigm.
There is a lot of information in this book that is helpful to business leaders to improve their ability to not only reach customers but to keep them engaged with their brands leading to loyal customers. Some of the research in particular that was interesting was the generational research about purchasing behaviors and why companies need to shift their approaches to match up with the current market. I also enjoyed the practical examples of how many companies have forward thinking in mind with regards to their customers, and how they have tailored their business to reflect the values and needs of their customers. While many of the concepts discuss the overall theme, it is helpful to have these examples since the paradigm of how businesses operate is shifting and these company examples are really paving the way to do it. There is a variety of information to keep the reader interested with plenty of beginning steps to begin the process of putting the customer at the center of the business. The editing is professional and the writing is clear.
There are several problems with this book. I felt let down through the whole book until I went back when I was done reading and really looked at the chapters. Then I understood what I was missing and had to go back through and make all the information connect. The book starts out with an introduction about this exciting DOMORE theory that I was looking forward to reading about. I finally hit chapter four where the acronym finally gets explained…only it wasn’t really explained. I realized later that the author titled each of her chapters after that on each letter of the acronym and was explaining it to me the entire time I was wondering what happened to it. The information was interesting and I kept hoping it would connect. It occurred to me at the end that the chapters were the explanations of the theory. I wish the author had been more detailed in her introduction of it. The chapters were clear and great after I realized what the set up was. The introduction to it should introduce the acronym, a graphic would be helpful, and set up the rest of that section of the book. The other complaint I had was with the graphics that existed. They were in black and white and so small I couldn’t read anything on them so they might be great, but I can’t read them to tell so they may as well have not been in the book. In the sections that discussed those graphics it was hard to follow the reading because I couldn’t refer to the graphic.
In spite of the criticisms I have of the book, I think the theory the author proposed is helpful and informative. It correlates with the research she shared and the practical experiences of companies who have thrived in aspects of the theory. The examples of companies and the way the research applies to how to make a business thrive is timely and a much needed read in this field. This is definitely a resource business leaders will want to read to modify their business in this shifting paradigm.
March 11, 2018
A customer’s experience is one of the most important element when running a business and offering products or services. When operating a company of any kind, assigning a designated individual or team to handle customer relations is what will help you remain in business. This resourceful guide breaks down the negatives that companies and brands are doing that jeopardizes their connections with their customers. Reading this book provides you with an insightful view and examples to take to improve the customer service aspect of your company. Without offering an exceptional experience to every individual that pays for your product or service, do you really think you’ll have a successful running business?
In “More Is More,” author Blake Morgan talks about the underlying issues that arise easily overtime once there’s an expansion of any business. Medium to large corporations suffers the most because they have sectors that are off doing their own thing instead of being aligned with the entire company’s culture. This immediately causes for the confusion of the employees and customers, which makes it even more difficult to get everything back in order. Example advice includes customers wanting a quick response, “companies must operate in a 24/7 world”, go where your customers are, like social media apps. Other advice describes what some popular brands are doing and is working for them and their customers. If you’re owning a business and want to keep your customers, following along to the suggestions made in this book would be highly beneficial.
It was a wonderful learning experience reading this book as I will be taking the advice offered into consideration when I have a business to run. What makes the most sense is customers are very loyal to any brand, company, or business, reason being is they are treated well. I personally would want to be well-taken care of as a customer and this book I recommend for anyone wanted to provide that authentic customer care.
In “More Is More,” author Blake Morgan talks about the underlying issues that arise easily overtime once there’s an expansion of any business. Medium to large corporations suffers the most because they have sectors that are off doing their own thing instead of being aligned with the entire company’s culture. This immediately causes for the confusion of the employees and customers, which makes it even more difficult to get everything back in order. Example advice includes customers wanting a quick response, “companies must operate in a 24/7 world”, go where your customers are, like social media apps. Other advice describes what some popular brands are doing and is working for them and their customers. If you’re owning a business and want to keep your customers, following along to the suggestions made in this book would be highly beneficial.
It was a wonderful learning experience reading this book as I will be taking the advice offered into consideration when I have a business to run. What makes the most sense is customers are very loyal to any brand, company, or business, reason being is they are treated well. I personally would want to be well-taken care of as a customer and this book I recommend for anyone wanted to provide that authentic customer care.
January 11, 2018
The Customer Is Always Right!
A few days ago I finished reading a great book worthy of taking notes and revisiting in the near future. The fitting title of this book written by Blake Morgan is, "More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences." As a strong believer in constant improvement of a companies relationship with customers and possible new customers I have read, researched, and applied many systems over the years. However, when I began reading More Is More I became re-inspired in my business and customer interaction. In a saturated market of self-help, business help, and all other forms of helps, it was nice to see a concise and well structured how-to book that was easy to read, and I agreed with the concepts within. Like the author, I agree that the customer relationship is paramount to retain, expand, and guarantee a positive customer base. Thus, resulting in happier customers, more referrals, and of course higher production. More Is More is easy to follow and implement for any size business. I can tell a lot of work and research has gone into this book and it shows. The proof work and editing are well done. Making for an easy, understandable, and uninterrupted read.
A few days ago I finished reading a great book worthy of taking notes and revisiting in the near future. The fitting title of this book written by Blake Morgan is, "More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences." As a strong believer in constant improvement of a companies relationship with customers and possible new customers I have read, researched, and applied many systems over the years. However, when I began reading More Is More I became re-inspired in my business and customer interaction. In a saturated market of self-help, business help, and all other forms of helps, it was nice to see a concise and well structured how-to book that was easy to read, and I agreed with the concepts within. Like the author, I agree that the customer relationship is paramount to retain, expand, and guarantee a positive customer base. Thus, resulting in happier customers, more referrals, and of course higher production. More Is More is easy to follow and implement for any size business. I can tell a lot of work and research has gone into this book and it shows. The proof work and editing are well done. Making for an easy, understandable, and uninterrupted read.
May 5, 2019
I read this as part of a small group book club at work. While it prompted a lot of great conversation around how to focus on customers to help your company thrive, the book itself was just okay. The same handful of companies were used as examples over and over, and anyone in customer service is likely familiar with many of the ideas presented. However, I will say it has some solid ideas for anyone looking to grow their business.
May 8, 2019
Overall its an ok book. Like many books it pushes customer obsession and cites many references to Amazon, Google, Apple, etc. with little towards service organizations or small businesses. While I agree a focus on customers is a best practice the poster child examples were overplayed.
The biggest take away for me was the statements around your internal culture. You can't expect great customer service if you aren't serving your employees well. Happy employees = Happy customers.
The biggest take away for me was the statements around your internal culture. You can't expect great customer service if you aren't serving your employees well. Happy employees = Happy customers.
February 2, 2020
I liked the book but not to the level of recommending it to other CX practitioners.
Below are some quotes from the book:
"Customers want to interact with brands in the same easy way they communicate with their family and friends"
"Customers want to do business on thier own terms, and you can't blame them"
"Customers don't want to wait around for companies to figure out how to meet thier needs"
Below are some quotes from the book:
"Customers want to interact with brands in the same easy way they communicate with their family and friends"
"Customers want to do business on thier own terms, and you can't blame them"
"Customers don't want to wait around for companies to figure out how to meet thier needs"
March 12, 2019
I wanted to love this book but felt that there was a lot of time spent on things we all know about customer service already. Of course the way we treat the customer matters, and it felt like Morgan spent a lot of time trying to convince me that that was true when the book could have been shorter and just focused on the “how”.
January 25, 2020
Shawn put it best. Get recycled. Repeated fundamentals heard in many other business books. Two stars because fundamentals are important. The audiobook version also took it down a star. Not a very good reading.
February 2, 2019
Long on hyperbole - took a long time to find real meat
February 20, 2022
Overall, good observations but many of the examples are the same examples and stories of good customer service that have been used in many other books about good customer service.
April 1, 2024
I came to it 8 years too late, but some useful tips and concepts, and pretty prescient considering when it was written and what has transpired since.
June 12, 2024
Good is More
Good reinforcement of key items that make a company’s customer experience better, but nothing groundbreaking. Some good tool to use and short, simple info.
Good reinforcement of key items that make a company’s customer experience better, but nothing groundbreaking. Some good tool to use and short, simple info.
Displaying 1 - 16 of 16 reviews