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Publisher's Summary

Tomorrow’s customers need to be targeted today!

With emerging technology transforming customer expectations, it’s more important than ever to keep a laser focus on the experience companies provide their customers.

In The Customer of the Future, customer experience futurist Blake Morgan outlines 10 easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective.

Tomorrow’s customers will insist on experiences that make their lives significantly easier and better. Companies will win their business not by just proclaiming that customer experience is a priority but by embedding a customer focus into every aspect of their operations. They’ll understand how emerging technologies like artificial intelligence (AI), automation, and analytics are changing the game and craft a strategy to integrate them into their products and processes.

The Customer of the Future explains how today’s customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don’t adapt to these new expectations won’t last. This audiobook prepares your organization for these increasing demands by helping you do the following:

  • Learn the 10 defining strategies for a customer experience-focused company.
  • Implement new techniques to shift the entire company from being product-focused to being customer-focused.
  • Gain insights through case studies and examples on how the world’s most innovative companies are offering new and compelling customer experiences.

Craft a leadership development and culture plan to create lasting change at your organization.

©2019 Blake Morgan (P)2019 HarperCollins Leadership

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  • Purchaser
  • 11-11-2019

Excellent knowlege gained through storytelling

As the author takes us thru storytelling in a reader centered way I found myself looking forward to each new chapter and what I would learn and could implement into my business

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  • Laura K.
  • 09-11-2019

Well-written, timely, informative business book

Ms. Morgan does an excellent job giving her arguments for why customer service is vital to a company’s success. She explains why it is even more important in the electronic age. Her prose is a pleasure to read (has she missed her calling as a novelist?). She lays out her points clearly and concisely, and then expounds on those points just as clearly and concisely. A must read for anybody involved in business, She explains why empathy is so important in today’s business environment. I think this has wider applications in our world today; her advice on how to treat customers is helpful for leading a successful and fulfilling life.

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  • D. P. Ingram
  • 01-11-2019

Ridiculous metaphor undermines the point being made

This book opens with a ridiculous metaphor about blind cave fish in Mexico. It’s interesting, no doubt, but the author’s complete misunderstanding, or at least misrepresentation, of Darwinism is undermining the whole book for me.

If the author is going to use a metaphor to underpin their argument, it had better be solid. When the argument is built upon a flawed metaphor, there’s nothing for it argument to stand on.

These blind cave fish did not _choose_ to lose their sight in order to survive, evolution just does not work like that. You cannot base an argument on this; you cannot say that humans need to be more like this fish, and be prepared to let go of the status quo in order to evolve. It’s complete nonsense.

I’m only 10 minutes in, and the author continues to refer back to these blind cave fish, It’s making it very difficult to listen further.

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