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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 To Meet Customers Where They Are With Knowledge Management

5/4/2021
It’s something all customers have faced: they have a problem or question, but the only way to resolve it is to wait on hold with the contact center or fill out a contact request form. The process is long and frustrating. Modern customers want another approach to solving their problems. Knowledge management is a way to connect the dots and keep communication lines open with customers. Instead of companies holding all the answers, knowledge management shares resources like articles and...

Duration:00:34:15

CMO Lessons From Bruno Mars' Brand SelvaRey Rum

4/27/2021
In a sea of celebrity brands, how can a company stand out and attract customers? It comes down to being passionate, innovative and empathetic. Many celebrities are only involved with their brands as far as simply putting their name on a product, but Bruno Mars’ rum brand SelvaRey is different. He spent three years redesigning the SelvaRey packaging to create a stylish and eye-catching bottle and is passionate about the brand and its products. That passion and innovation extends to the...

Duration:00:32:43

The State Of The Economy In 2021

4/20/2021
Saying 2020 was a rocky year may be the ultimate understatement. But after the turmoil and uncertainty, customers, brands and investors want to know what the economy looks like in 2021. According to Fox Business Network’s Charles Payne, there’s reason to be extremely optimistic. In 2021, consumer savings are near record highs. That, combined with government stimulus money, means that there is a lot of money and the ability to spend it once consumer confidence levels pick up. Part of the...

Duration:00:23:09

How To Be A B2B Marketer In A Pandemic

4/13/2021
Technology doesn’t stop during a pandemic. Because of that, VMware needs to stay connected to customers and showcase its multi-cloud technology. But in the B2B industry, which is traditionally driven by in-person events and marketing, building relationships and growing leads virtually poses a challenge. VMware CMO Carol Carpenter stepped into her role in the middle of the COVID pandemic and had to quickly move to virtual marketing. Although there have been challenges, she says B2B...

Duration:00:36:22

How To Build A Loyalty Program In A Post-COVID World

4/6/2021
Loyalty programs are an important part of many brands’ customer engagement strategies, but yesterday’s loyalty programs won’t necessarily be successful today. According to Francis Hondal, President of Loyalty & Engagement at Mastercard, the recent growth of tech, digital commerce and data have redefined opportunities for brands to serve their customers in the way they expect to be served. Those opportunities have changed even more over the last year with the global COVID pandemic. One of...

Duration:00:33:47

How Birchbox Meets Customers Where They Are

3/30/2021
The beauty world is full of customers who love to experiment with new products, watch makeup tutorials and spend time finding the best items. But what about customers who care about their skin and beauty but don’t want to spend the time finding and trying new products on their own? These are known as casual consumers. They want to try new things but are often overwhelmed or don’t have time for the number of products on the market. Most beauty companies market to serious consumers, making...

Duration:00:31:53

How Urban Air Pivoted To Thrive During COVID

3/23/2021
Running the largest adventure park company in the country comes with challenges—especially during a global pandemic. There’s no playbook for this type of scenario. But Michael Browning, founder and CEO of Urban Air, knows that speed and innovation always win, which fueled his strategy to react to information quickly as it came in. Reacting with speed allowed Urban Air to not only survive the pandemic but to thrive and find new ways to expand and grow. Browning encourages his franchisees...

Duration:00:35:09

How To Be An Effective Virtual Communicator

3/16/2021
A year ago, most of us were speaking in meetings full of team members or giving presentations to rooms full of people. But those faces have now changed to boxes on a screen, and our messages have moved from in-person to virtual. Being an effective communicator is a challenge on its own, but doing it virtually adds even more complications. According to Matt Abrahams, co-founder and principal at Bold Echo Communications Solutions, virtual communication only accentuates the challenges we’ve...

Duration:00:36:37

How One Mom Created An Organization To Help New Moms

3/9/2021
Just weeks after Sarah Steinhardt had her first baby, she had to make a quick run to the store to get more diapers. On a New York City street corner, diapers in hand, she started crying. It was at that moment she realized how fortunate she was to be able to quickly get the necessities for her baby when mothers around the country didn’t have the same ability. That experience led Steinhardt to create Welcome Baby USA, a nonprofit focused on providing at-risk and low-income mothers with the...

Duration:00:33:02

Branding In The Era Of Racial Justice

3/2/2021
2020 changed the world in many ways, including a renewed push for racial justice and equality in the United States. That demand must now be echoed in how companies brand and market their products. With increased calls for racial justice, Kirstyn Nimmo saw how she could bring her marketing expertise and experiences as a Black woman to help brands act authentically and impact racial equality. Nimmo founded Good Worx and consults numerous big brands on social causes. Branding in the era of...

Duration:00:29:08

An Innovative Approach To The Future Of Returns

2/23/2021
It’s a common experience for online shoppers: an item arrives in the mail, either doesn’t fit or is no longer needed and now must be returned. But the process of making the return is cumbersome and requires printing shipping labels, packaging the item, making a trip to the post office and then waiting up to a few weeks to get the refund. With all the advancements in customer experience and online shopping, the return process for many companies has stayed the same—inconvenient and...

Duration:00:32:40

Why Search Matters To E-Commerce Now More Than Ever

2/16/2021
E-commerce has seen tremendous growth during the COVID-19 pandemic. But with so many customers going online, it’s never been more important for brands to make their products visible. According to Sarah Hofstetter, President of Profitero, search is the hottest and most important topic in the e-commerce world right now. When customers shop in stores, they tend to browse until something catches their eye. But when customers shop online at places like Amazon, they already have a brand or...

Duration:00:31:53

Behind The Scenes Of The Early Days Of Amazon

2/9/2021
Before Amazon became one of the world’s largest retailers, it was simply an online bookstore shipping items within the U.S. But even in its early days, founder and CEO Jeff Bezos had a vision to build earth’s most customer-centric company. That mentality still holds strong today and is a driving force behind Amazon’s continual success. Colin Bryar joined Amazon in 1998, just four years after it was founded. Of his 12 years on the Amazon leadership team, he spent two of them working as...

Duration:00:27:55

What Modern Customers Want In Light Of COVID

2/2/2021
Nearly a year into the global pandemic, what modern customers are looking for in the brands they interact with has permanently changed. At the top of the list of customer priorities are health and safety. Research from Volvo and Harris Poll found that COVID has altered the mindsets of consumers. In an unpredictable world, customers are looking for stability from brands they know and trust, which often translates into safety. Despite economic uncertainty, Volvo has seen growth and success...

Duration:00:33:16

6 Ways To Break Free From Boring Meetings

1/26/2021
Everyone who has sat through an irrelevant or bloated meeting knows the pain it can cause. Meetings that are too long, have too many people or wander from point to point can be counterproductive and put a drain on creativity. And somehow, during the COVID-19 pandemic, people are finding themselves in more meetings than ever before. According to Steven Rogelberg, author of The Surprising Science of Meetings: How You Can Lead Your Team to Peak Performance, the problem isn’t that there are...

Duration:00:31:43

What Does Customer Loyalty Mean In 2021?

1/19/2021
It seems nearly every company today has a loyalty program, but the meaning of loyalty itself is often still a mystery. Customer loyalty in 2021 looks different than it has in the past and even than how many companies view it. According to Bram Hechtkopf, CEO of loyalty marketing and technology company Kobie, loyalty is more than just how a customer behaves. A customer who regularly purchases from the same company can appear loyal, but what matters more than the transaction is their...

Duration:00:32:39

How Bank Of America Pivoted To Serve Contactless Customers

1/12/2021
For many people, the days of going to the bank to make a deposit or cash a check are gone forever. Like in many industries, the Covid-19 pandemic has led to a major shift away from in-person banking interactions towards digital services. The challenge now becomes how to pivot to best serve contactless customers. According to Holly O’Neill, Chief Client Care Executive at Bank of America, the switch to digital solutions was already in play for the company. The pandemic simply moved up the...

Duration:00:31:31

How To Modernize Customer Interactions For The Smartphone Era

1/5/2021
It’s a common situation for customers: spending time on a company’s app or website and then having to call customer service for help. Even after spending time searching online, the customer still has to wait on hold, log in or prove their identity and then re-explain the situation and wait to get connected to the right person. In recent years, many aspects of customer experience have been modernized and streamlined, such as the growth of chatbots and AI. However, even with these...

Duration:00:32:18

Blake’s 5% Rule For New Year’s Resolutions

12/29/2020
It’s the time of year when everyone is making New Year’s resolutions and setting goals for the coming year. What do you hope to achieve in 2021? How do you want to improve yourself and your career? For many of us, it’s been a complicated year and we’re looking for some change and improvement. But too often we fall into the trap of thinking we have to reinvent the wheel and start completely fresh. If we want to make more money, we have to start a brand new business. If we want to lose...

Duration:00:12:30

Shep Hyken’s Prediction For 2021

12/22/2020
What’s the word of the year for customer service? According to business and CX expert Shep Hyken, it’s empathy. Hyken has years of experience in customer service and is a popular speaker and author. Like all of us, he saw the dramatic challenges businesses faced in 2020 and the pivots they had to make. Businesses and customers are adjusting to their new way of interacting and facing constant change, especially as we head into the new year. Here are some of Shep Hyken’s predictions for...

Duration:00:38:38