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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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Now displaying: August, 2023
Aug 29, 2023

Running a contact center is one of the most challenging processes for a company when offering a unique and positive customer experience. Contact centers are the bridge that connects your customers to your brand and allows them to feel engaged and heard.

So, what makes running one so difficult?

I talked to Naomi Wheeless, the Global Head of Customer Success at Square, about the management and leadership strategy required to modernize and run a customer-centric contact center. 

Square is a publicly traded company providing financial, payment, and marketing services for businesses. Their call center lies at the heart of their customer success strategy. 


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

Aug 22, 2023

Tanger Outlets has a 42-year history of being an industry leader in branded in-person retail outlets, providing a unique on-brand customer experience for people shopping for unique products from specific brands.

Stephen Yalof, the company's President and Chief Executive Officer, says that for the company and its outlets to remain relevant, it had to pivot towards customer experience in retail outlets instead of simply offering brands a space to sell unique on-brand items.


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

 

Aug 15, 2023

In customer experience integrating innovation and personalization is key. Inspirato is a luxury vacation membership company that offers its members access to a curated collection of luxury vacation properties and experiences around the world. The company operates on a subscription-based model, where members pay an annual fee for access to these high-end vacation options. I had the pleasure of talking with Inspirato President David Kallery, about how they are redefining the luxury travel and hospitality paradigm.

Inspirato focuses on creating a compelling customer experience, and through that satisfied customer they get new customers. A staggering 50% of their members originate from existing member referrals. But why does this referral system work so well? It boils down to their customer focus which builds trust, empathy, and genuine connection.


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

Aug 8, 2023

 

With its many changes and outside forces, the airline industry is challenging for customer experience. But Oscar Munoz, former CEO of United Airlines, believes it also provides an amazing opportunity to focus on individual customers and remember that even in stressful times and busy travel days, customers are humans and central to everything the business does. 

When Oscar first stepped into his role as CEO of United Airlines, he prioritized developing the shared purpose, or the mission, vision, and values. Over a year, he interviewed thousands of employees about what made United different and why they worked there. From their insights, United Airlines created the shared purpose of connecting people and uniting the world. And because employees were involved in creating that shared purpose, they have buy-in and are more engaged.


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

Aug 1, 2023

Marketing is often thought of as everything that happens before a sale; customer service is everything that happens after. But according to Allan Dib, best-selling author of The 1-Page Marketing Plan, customer service is marketing. The two sides are related and can work together to create a smoother experience overall.

Like in customer service, Dib says the first step of marketing is knowing your audience. Who are you talking to? What are they interested in? In his mind, marketing is the strategy used to get your ideal clients to know you, like you, and trust you enough to become customers.


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

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