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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.
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The Modern Customer Podcast
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Now displaying: November, 2022
Nov 29, 2022

In a competitive industry driven (quite literally) by robots, Cruise stands out because of its focus on humans.

The autonomous vehicle arm of GM thrives where many others have fallen because of a singular focus on driving innovation for customers and saving lives. Chief Communications Officer Kristine Boyden says a deep commitment to the mission of changing a broken status quo keeps employees engaged in the work and driven to produce great results.

 


Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 

Nov 22, 2022

Tis the season to show gratitude. But do your customers feel your appreciation? Customers can tell when brands are excited about their business. But on the other side, customers can also tell when they aren’t valued or supported by a brand.

Customers are your reason for being in business. They are central to your success, so show your gratitude. This holiday season, share your appreciation with customers through words and actions. In this episode, we'll go over six ways to show customers you’re grateful for them.

Nov 15, 2022

Every employee plays a role in customer experience, but they often follow the lead of the CEO. At Progressive Insurance, employees follow the customer-centric mindset of CEO Tricia Griffith, which has led to the company’s stock quadrupling in the last four years.

Although there are metrics to measure and processes in place, Tricia leads with her heart and isn’t afraid to trust her gut. She puts people first by getting out of her office, taking customer calls, sitting in as agents handle claims, and surprising partners and customers with in-person visits. 

*Sponsored by Calendly


Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 

 

Nov 8, 2022

What started as a college side hustle is now one of the world’s most recognizable furniture companies, with nearly a billion dollars in sales.

What’s the reason for LoveSac’s incredible success? Differentiating not just on innovation, but on customer experience.

LoveSac founder and CEO Shawn Nelson isn’t afraid to adapt and try new ideas to meet customers’ changing demands. LoveSac originally grew by opening retail stores across the country. But as buying habits changed, the company converted its stores to inventory-free showrooms and became a completely DTC brand.

*Sponsored by Calendly


Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 

Nov 1, 2022

In the competitive financial services industry, delivering convenient, customer-centric solutions can be a significant competitive advantage. And that’s exactly the case for Discover, which ranked highest in customer satisfaction for a credit card mobile app and website by J.D. Power.

 

Shaida Lynch, SVP, eBusiness, says creating a relationship-based digital experience is a win for customers and the brand. Customers are more engaged and can easily track and manage their finances. They can also see everything Discover offers and open new accounts and relationships. And Discover has a more complete view of each customer to provide seamless, personalized service and recommendations.

*Sponsored by Calendly


Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 

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