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The Modern Customer Podcast

Business & Economics Podcasts

Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization. Today’s customers have the luxury of choice. The answer is simple; choose customer experience and customers will choose you. Learn how to put a stake in the ground on customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.

Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization. Today’s customers have the luxury of choice. The answer is simple; choose customer experience and customers will choose you. Learn how to put a stake in the ground on customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.

Location:

United States

Description:

Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization. Today’s customers have the luxury of choice. The answer is simple; choose customer experience and customers will choose you. Learn how to put a stake in the ground on customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.

Language:

English

Contact:

3479070968


Episodes

How The Pet Industry Adapted During COVID

12/1/2020
2020 has been a strange year. Many people coped with the loneliness and uncertainty of lockdowns and quarantines by adding a furry friend to the family. Pet ownership is way up because of the pandemic and has caused the pet industry to pivot and adapt. As the number of customers has greatly increased, the pet industry has also had to deal with pandemic restrictions and changing health regulations. The only way to survive has been to stay close to customers, adopt digital solutions and...

Duration:00:32:22

4 CX Takeaways From 2020

11/24/2020
What has been the biggest shift in customer experience in recent years? It’s not the COVID-19 pandemic, though that has certainly played a large role. According to NICE inContact CEO Paul Jarman, the biggest change has been the democratization of opinion. Customers have more of a voice than ever before, which has forced companies to focus on experience. Brands learned that they have to provide an experience that individuals are excited about and will share with family and friends in order...

Duration:00:31:47

How Belvedere Vodka Shares Its Story Through CX

11/17/2020
How do you create an experience around an all-natural vodka that shows its history and sustainability? Learn to tell a good story. Belvedere Vodka has long been known for its great quality and super-premium product, but only recently has the company began to focus on its historic roots and sustainable efforts. Sharing the story adds to the experience and helps customers feel more connected to the brand. Shifting To Storytelling Instead of simply rattling off talking points and qualities...

Duration:00:31:03

5 Tips To Create The Perfect Customer Survey

11/10/2020
The backbone of a strong customer experience is feedback. And it’s never been more important than it is now. According to Tom Hale, president of SurveyMonkey, digital surveys and feedback have seen tremendous growth during the COVID-19 pandemic. With companies forced into new ways of doing business and interacting with their customers, feedback has never been more crucial. Surveys allow companies to check their progress and see what needs to be improved, especially at a time when so many...

Duration:00:32:34

How Shake Shack Grows Its Brand Through CX

11/3/2020
If you’ve been to one of Shake Shack’s 300-plus locations around the world, chances are you’ve had to wait in line. The restaurant draws a crowd with its fresh ingredients and elevated take on fast food. The entire brand is built around great food and great service, and it’s a hit with customers. Shake Shack stands out because of its fine dining-inspired approach to burgers and fries. The restaurant uses real ingredients, fresh flavors, and great chefs to make food to order. The wait might...

Duration:00:30:55

What Marketers Really Need To Know About Gen Z

10/27/2020
For years, experts have talked about millennials and looked towards the future of Generation Z, the generation to follow. But Gen Z is now here and already having a massive impact, both as employees and as consumers. Marketers need to understand Gen Z to realize its full impact and to separate the truth from long held myths. Generational researcher Jason Dorsey is an expert on all things Gen Z. He studies generational behavior so that leaders, marketers, employers and others can understand...

Duration:00:31:22

How Digital Transformation Is Helping Create A COVID Vaccine

10/20/2020
In the midst of a global pandemic, pharmaceutical companies around the world are rushing to develop a vaccine to COVID-19. In an industry that typically takes years to create, test and market new drugs, the incredible time crunch for the COVID vaccine is pushing companies to their limits. But it’s not just pharmaceutical companies that are in the race to create a vaccine. There are also companies helping behind the scenes with digital transformation. NECI and its president Tom Ramundo are...

Duration:00:29:57

How Companies Can Involve Customers In The Fight Against Carbon Emissions

10/13/2020
Most companies and consumers know they should fight against climate change and want to make a difference, they just don’t know how. With carbon emissions increasing across the globe, it can feel overwhelming to make a difference. Companies don’t know how to start or even if their efforts will pay off and actually have an impact. Austin Whitman is founder and CEO of Climate Neutral, a non-profit organization that makes it simple for companies to track and offset their carbon emissions and...

Duration:00:32:43

How Retailers Can Build Trust In A Post-COVID World

10/6/2020
After months of quarantine and isolation, consumers are slowly starting to adjust to a new life with COVID-19. As stores reopen and re-adjust, they are faced with customers who are drastically different than they were just six month ago. According to Walter Robb, former co-CEO of Whole Foods, in order to transition and move forward, stores must re-build consumer trust. Moving forward in the pandemic starts by understanding what customers are thinking and feeling. Robb’s current company, S2G...

Duration:00:34:58

Six Ways To Support Employees During COVID-19

9/29/2020
What do you do when everything about how you run a business goes out the window? Software company Red Hat is regularly recognized as one of the best places to work, in part because of its strong community and culture. But when the COVID-19 pandemic forced employees around the world to work from home, the company had to find new ways to support its employees. DeLisa Alexander, Red Hat’s Chief People Officer, is leading efforts to stay connected to remote employees and support them to become...

Duration:00:29:47

How To Create Customer-Centric B2B Experiences

9/22/2020
The B2B space is often an overlooked area for customer experience. But customer-centric experiences are crucial in the B2B world and come from listening to customers and continually evolving. When Kristi Langdon joined Daimler Trucks, she saw the company was incredibly product-focused, but not very customer-focused. The company was successful because of its great products, but Langdon knew B2B was shifting its focus to give more power to customers. She stepped into her current role as...

Duration:00:31:55

3 Ways Companies Can Stay Human During A Crisis

9/15/2020
No one could have ever predicted what would happen in 2020. Aside from the pandemic and its impact on the global economy, unemployment, remote learning and a host of other issues, there are also widespread cries to end systemic racism, fires and natural disasters and a tumultuous presidential election. It’s more than anyone could ever have imagined, and it’s taking a toll on consumers. But even with these unique conditions, companies are moving forward and working to grow and provide great...

Duration:00:33:15

How To Stay Innovative In A COVID-19 World

9/8/2020
The COVID-19 pandemic may have upended nearly everything about how we live and work, but it hasn’t stopped innovation. While many people and businesses are struggling to stay afloat and work through their day-to-day issues, Lisa Bodell, founder and CEO of FutureThink, says there’s never been a better time to be innovative. She views COVID-19 as the great reset that has paved the way for innovative changes. Innovation is more important now than ever, but it requires a new approach in our new...

Duration:00:33:28

How Workday Stays Customer-Centric During COVID-19

9/1/2020
The COVID-19 pandemic rocked companies and customers around the world. As businesses struggled to survive, many put focusing on their customers on the backburner. But that’s not the case for Workday. The software company is regularly ranked one of the best companies in the world for its customer service and boasts an impressive 97% customer satisfaction score. As the world fell into chaos, Workday stayed close to its customers and used the crisis as a chance to strengthen...

Duration:00:31:43

Party City’s COVID-19 Pivot Brings In A New Era

8/25/2020
What do you do when your entire business is built around parties and celebrations, but people can’t actually get together? That’s the question faced by Party City during the COVID-19 pandemic. But instead of slowing down as social distancing severely limits gatherings, Party City is taking the opportunity to pivot and introduce new services to customers. After its stores closed in mid-March, Party City quickly pivoted to buy online, pickup in store and same-day delivery. According to CEO...

Duration:00:32:26

3 Pillars Of Customer-Centric Healthcare

8/18/2020
For decades, healthcare has had a reputation of being bureaucratic and difficult to work with. Customers expect to have to jump through hoops and wade through confusion to find answers to simple questions or manage their care. But the future of healthcare is anything but difficult—it puts customers first to create convenient, proactive and personalized solutions. Kathy Klingler is Chief Consumer Experience and Marketing Officer for Blue Cross Blue Shield of Massachusetts, and she brings...

Duration:00:31:18

How To Master Customer Experience Leadership

8/11/2020
A customer focus and strong customer experience starts from the top. In order for companies to be totally customer-centric, they must have strong leaders. However, we’re facing a leadership crisis today where most leaders don’t know how to lead. Jacob Morgan (who just happens to be my husband) is a best-selling author and expert on leadership and the future of work. As he was conducting research for his book, The Future Leader, he came across this startling statistic: most people become...

Duration:00:35:16

The Secret To Creating A Great Virtual Event

8/4/2020
For most people around the world, the excitement of attending an in-person event has been replaced by sitting in front of a computer screen. As the coronavirus pandemic cancels in-person events of all sizes around the world, more companies than ever before are taking their events online. But staring at a screen isn’t nearly as engaging as seeing something in person, and many companies and event attendees have struggled with the new format. Abhishek Vanamali, CMO of Zensar Technologies, is a...

Duration:00:32:24

How To Use Data To Create Personalized And Scalable Experiences

7/28/2020
With a wealth of customer data available, companies have more opportunities than ever before to deliver personalized customer experiences. But creating a unique experience for each person can take valuable time and resources. Successful companies leverage data to balance personalized experiences with scalable interactions that appeal to everyone. Bryan Flores, Group Vice President, Marketing & Strategy at Frontier Communications, says companies must weigh the tradeoffs between individual...

Duration:00:32:01

How To Overcome The Two Big Challenges SMBs Face As They Reopen

7/21/2020
After months of stay-at-home orders and closed doors, small businesses across the globe are starting to reopen. But the world they face today is drastically different from the one they were operating in just a few months ago. To succeed in this new world, small and mid-sized businesses need strong resources and support systems. According to Kim Dixon, COO of FedEx Office, SMBs face two main challenges as they reopen: Managing regulations and customer expectations. Businesses need to follow...

Duration:00:29:01