Recently 75% of all companies said customer experience was their number one priority.* Clearly we all know customer experience is important - but that doesn’t necessarily translate into businesses’ improving customer experience. In fact I bet as a customer you can recall a recent terrible customer experience.
Today there is a disconnect. Companies believe customer experience is important, but don't know how to fix it. Fixing a problem starts with an understanding of what the problem actually is.
In this course I clearly explain what customer experience actually is based on the D.O.M.O.R.E. framework for my customer experience book “More Is More” (Listed As Top 11 Books Every CMO Should Read by Forbes).
In this easy to follow class I outline each piece of the customer experience. My six modules illustrate how you can immediately get to work to fix the customer experience of your brand.
In this course you will learn:
Customer experience is the perception the customer has of your brand. However that perception is shaped by many things other than the simple purchase transaction. In this course you will be empowered to shape that perception by understanding how to get to work creating a compelling customer experience.
"The D.O.M.O.R.E. concept is practical and easy to remember. As a technologist, I most appreciated the principle on “modernizing with technology."
- Jeff Hursey, Contact Center Technical Solutions Architect, Cisco
""I am a huge believer in we humans over complicate a lot and marketers take that over complicated mindset to a whole new level. It is quite refreshing to see something far too many marketers over complicate - customer experience - and have the message delivered so eloquently and at such a real level."
- Steve Olenski, Director of CMO Content & Strategy, Oracle
Blake Morgan is a Customer Experience Futurist. Her book is "More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences." Blake is adjunct faculty at the Rutgers executive education MBA program. Blake contributes to Forbes, the Harvard Business Review and the American Marketing Association. She is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. She lives in the Bay Area with her husband, daughter and their two Yorkie rescues.