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The Modern Customer Podcast

The Modern Customer Podcast is a show exploring the intersection of customer experience, social customer service and content. We will also dive into related leadership topics. The show is hosted by Forbes contributor and customer experience strategist Blake Morgan and features guests that include practitioners, authors, influencers and other tastemakers.
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Oct 3, 2016

There's a lot you might not know about ACE Hardware - for example did you know the world's largest Ace Hardware store is in Indonesia and is 160K square feet? This global company—known as #TheHelpfulPlace—has focus on service you can’t ignore. The service focus in addition to specialty items and authentic 1:1 experiences is their best weapon against competitors such as Amazon. The company is much bigger than you might realize – it has 85,000 employees and over 4800 stores.

ACE Hardware as of 2016 has been ranked by J.D. Power as the highest in customer satisfaction with home improvement for ten years straight. Their CEO John Venhuizen talked to me in this Modern Customer Podcast about what makes them so successful. Whether it’s trusting the locally owned Ace businesses to cater to their local communities or a less than in your face approach to social media marketing, the company maintains a service-oriented approach throughout. Listen to this podcast with ACE Hardware's CEO to learn:

What’s the CEOs role in shaping customer experiences

How does ACE Hardware remain competitive against Amazon

What is ACE Hardware’s approach to social customer service

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