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The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business Hardcover – October 29, 2019

4.7 out of 5 stars 166 ratings

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  • The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business
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From the Publisher

Customers today have little patience for companies that do not provide frictionless experiences. Why should customers settle for less when they can get a seamless experience from Amazon, Apple products, Netflix or Spotify? The truth is while the concepts of being customer-centric appear to be basic, when it comes to actually executing a customer-centric vision across the organization, it is quite hard. The ability to provide a superior customer experience comes from an incredible amount of behind the scenes work. In The Customer of the Future, author Blake Morgan provides you with 10 easy to follow customer experience guidelines that leverage the latest thinking and strategies to serve the customer of the future and win tomorrow’s business.

Editorial Reviews

Review

"To win, businesses must create the future, not just react to trends. Blake Morgan shows you how you can innovate your customer experience to leave competitors in the rear-view mirror." -Tom Wilson, Chairman, CEO, President, The Allstate Corporation

"We have to get used to change in our businesses to prepare for the customer of the future. Blake's ten principles outlined in her new book will set you up in this new era of constant change."-Beth Comstock, author of Imagine It Forward and former Vice Chair, GE

"The Customer Of The Future is an insightful and practical guide future-proofing your business through relentless focus on customer experience." -Moira Forbes, Executive Vice President, Forbes Media

"A game changing book that will galvanize your drive towards amazing customer experiences - with full commitment and intention. The Customer Of The Future is a must-read!" -Alan Trefler, Founder and CEO, Pegasystems

"Customer Experience is the only way to win in business today. If you want to win, read this book!" -Erik Anderson, Singularity University Executive Chairman, Founder and CEO WestRiver Group, Topgolf Entertainment Group Executive Chairman

"Being attached to our old ideas of customer strategy won't cut it today. This book is a blueprint for any business that wants to serve the future customer."  -Doug Merritt, President and CEO, Splunk Inc.

"There is no substitute to exceeding customer's expectations and in the future they will insist on experiences that make their lives significantly easier and better. This is your guide to get there!" 
-Cristiano Amon, President, Qualcomm

"Some ideas catch on while others are forgotten overnight. Increasingly it is customer experience that can make your business contagious. Read Blake's book!" -Jonah Berger, Wharton Professor, Author of NYTimes bestseller Contagious
 
"We are facing a generation that is seeking experiences where before they bought commodities. Blake's ten principles outlined in her new book will set you up in this new era of constant change." -Patrick Goddard, President, Virgin Trains
 
"Few people can talk about the customer of the future with genuine insight and expertise - and Blake Morgan is on that short list.  Executives and thought leaders should pay careful attention to her ideas and suggestions - I know I will!" -Peter Fader, Frances and Pei-Yuan Chia Professor of Marketing The Wharton School of the University of Pennsylvania 
 
"For a lot of companies, 'customer experience' is nothing more than a buzzword. For Blake, it's a way of life. In The Customer of The Future, she provides a practical, clear and actionable guide that challenges you to completely change the way you approach every customer interaction. Customer experience requires clear intention, and I can't think of a better way to demonstrate that intention than by reading this book."  -Nicholas Collins, President, Telstra U.S. 
 
"Today's customers are demanding frictionless, personalized, on-demand experiences from their products and services. The companies that meet these expectations will thrive. Prepare today by reading The Customer Of The Future." -Gino Wickman, Author of Traction and, Creator of EOS

 

About the Author

Blake Morgan is a leader in customer experience. As a keynote speaker and customer experience futurist, she has worked with Accor Hotels, Accenture, Adobe, Parker Hannifin, Ericsson, Omron, Verizon, and many other organizations. She is also an adjunct faculty member of the executive MBA program at Rutgers Business School and a guest lecturer at Columbia University. Her first book is More is More: How the Best Companies Work Harder and Go Farther to Create Knock-Your-Socks-Off Customer Experiences. Blake contributes to Forbes, Harvard Business Review, and Hemispheres magazine. Additionally, she hosts The Modern Customer Podcast and a weekly customer experience video series on YouTube.


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Product details

  • Publisher ‏ : ‎ HarperCollins Leadership (October 29, 2019)
  • Language ‏ : ‎ English
  • Hardcover ‏ : ‎ 224 pages
  • ISBN-10 ‏ : ‎ 1400213630
  • ISBN-13 ‏ : ‎ 978-1400213634
  • Item Weight ‏ : ‎ 12.9 ounces
  • Dimensions ‏ : ‎ 6.2 x 0.85 x 9.3 inches
  • Customer Reviews:
    4.7 out of 5 stars 166 ratings

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4.7 out of 5 stars
4.7 out of 5
166 global ratings
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