What is your background and what was your route into Customer Experience Management and Evangelism?
I have been focused on customer experience for more than ten years now. I started with my own podcast in 2009 called Customer Creation with Blake Landau my maiden name. I was simply fascinated by customer relationship management, and how it largely had to do with human behavior, and how brands made people feel. I worked at that company for five years and later worked for Intel as a customer service executive – helping to launch their social customer service strategy for Twitter and other channels. I started writing for Forbes in 2014 and I realized I wanted to have a keynote speaking career and focus on thought leadership customer experience full-time as my husband already had been doing successfully for many years. I love being my own boss, and I love the opportunity to bring my message of customer experience to audiences all over the world whether that’s through keynote speeches, my podcast show The Modern Customer, or my YouTube channel. I am now coming out with my second book with HarperCollins called The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business.
The D.O.M.O.R.E. philosophy of your first book is an acronym about how to create amazing customer experiences. To what extent is this ability dependent on having high quality, mastered customer data available to a business in a timely fashion?
The DOMORE framework includes all areas of customer experience, and data plays a huge role in that. The basic idea is to be thoughtful and empathetic when thinking about the customer experience. But you can’t do more for customers if you don’t understand them and know how to use data. The “M” in DOMORE is for modernizes with technology. Modern technology is an absolute requirement to be a data master.