The Future Belongs To Companies That Create Incredible Customer Experiences

The customer of the future is already here. Customers today don’t only expect personalized, zero friction, seamless customer experiences, they demand it. There is only one thing that matters when it comes to winning with customer experience; making the customer’s life easier and better. Your customer is comparing the experience she has with Netflix, Amazon, Spotify and Apple with her experience with your business. These technology first companies don’t only personalize the customer experience, they anticipate customer needs and alter the experience in real-time. The business that focuses on experience must have a customer experience focus across the business. While shifting from a product-focus to a customer-focus is not easy, investing in longterm customer relationships empowers businesses to drive sustained growth.
Note: when I talk about horizontal customer experiences this idea was inspired by Jamie Gutfreund, CMO of Wunderman. When I talk about "Business Transcendence" this is inspired by David Clarke, CXO of PWC.
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Blake Morgan is a leader in customer experience. She is a keynote speaker and customer experience futurist currently working on her second book with HarperCollins on customer experience. Her first book is “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She has worked with Accor Hotels, Accenture, Adobe, Parker Hannifin, Ericsson, Verizon, Omron and more. Blake is a guest lecturer at Columbia University as well as adjunct faculty at the Rutgers executive education MBA program. Blake contributes to Forbes, the Harvard Business Review and Hemispheres Magazine. 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 dogs. For bookings email her Blake@blakemichellemorgan.com or call 347 907 0968.

This video is courtesy of Magento from the Sydney MagentoLive conference.

Видео The Future Belongs To Companies That Create Incredible Customer Experiences канала Blake Morgan