Info

The Modern Customer Podcast

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.
RSS Feed
The Modern Customer Podcast
2022
September
August
July
June
May
April
March
February
January


2021
December
November
October
September
August
July
June
May
April
March
February
January


2020
December
November
October
September
August
July
June
May
April
March
February
January


2019
November
October
September
August
July
June
May
April
March
February
January


2018
November
October
September
August
July
June
May
April
March
February
January


2017
December
November
October
September
August
July
June
May
April
March
February
January


2016
December
November
October
September
August
July
June
May
April
March
February
January


2015
December
November
October
September
August


Categories

All Episodes
Archives
Categories
Now displaying: August, 2022
Aug 30, 2022

When The Halal Guys started as a New York City food cart in 1990, technology was the furthest thing from the founders’ minds. Today, the growing and thriving restaurant is rapidly expanding, thanks largely to a customer-focused digital approach to dining.

Customers will always seek out great food, but they increasingly want a digital dining experience. Chief Development Officer Margaret Carrera says being open to evolving with new technology demands has allowed The Halal Guys to innovate and offer new digital capabilities. Technology has the power to enhance how people experience the food, from ordering to the in-restaurant dining and delivery experiences.

Aug 23, 2022

Employee experience and customer experience are clearly linked—especially on a large scale at the world’s largest employer. 

According to Donna Morris, Chief People Officer at Walmart, if employees don’t have a great experience, it’s difficult for people who don’t get a paycheck to have a great experience.

A great customer experience starts with a great employee experience, and the line between the two is increasingly blurring. After all, employees are customers of the brand. And with more than 2 million global associates, Walmart’s employees have an incredible impact on the brand and the customer experience.

Aug 16, 2022

How do you move an iconic brand towards the future?

 

That was the question Harry Overly, President and CEO of Sun-Maid, faced when he took over the company in 2017. The brand had vast stores of emotional equity, not to mention the familiarity and fondness for its iconic red raisin boxes. But it didn’t have a coordinated consumer marketing strategy and had missed an entire generation of consumers. Overly relied on data and customer feedback to bring the brand to the present.

Aug 9, 2022

Creating A Customer-Centric Utility Company

Utility companies aren’t typically known for their customer-centricity. 

But Kevin Walker, CEO of Duquesne Light in Pittsburgh, is transforming the industry by making customers a central focus.

Walker admits that the system used to be a one-way flow from facilities to customers. Until recently, most utility companies referred to their customers as “meters” or inanimate objects instead of focusing on them as humans.

But customers are more involved in their utilities than before, and an increasing number of companies like Duquesne Light are transforming to provide personalized, digital service.

 


Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here.

Aug 2, 2022

Customer Experience Is A Decision

People often refer to customer experience as a discipline. But it’s more than that—customer experience is a decision. No matter where you are in your career, customer experience is a decision to wake up and care about customers, influence change and create a better world.

Customer experience is constantly changing and isn’t something you can check off your list once. You have to decide to show up every day and carry the energy with you to go above and beyond. Customer experience is a decision. You have to work like you have skin in the game and decide daily to care more and do more.


Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here.

1