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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: Category: Business
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.

Jul 25, 2023

What is a customer-centric culture? According to Dr. Chris L. Brown, CEO and Co-Founder of MarketCulture, it’s the environment, behaviors, and how work gets done. At customer-centric companies, the culture revolves around providing an excellent customer experience. That strong culture starts with leaders who set the tone for embracing customers and having a customer-centric mindset.


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

Jul 18, 2023

From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start?

Jim Weber, Chief Experience Officer of Comerica Inc, stepped into his current role in late 2019 with a goal to build and expand a customer experience team. Weber says one of the most crucial parts of his job was ensuring he tasked the right person with running customer experience on a daily basis. At Comerica, that’s Maria Adams, the director of CX, who Weber says can see everything and process it strategically.


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

Jul 11, 2023

A company as large as Choice Hotels, with more than 7,000 locations worldwide, is bound to have a huge amount of data. But how do you ensure data is used to improve and bolster the customer experience?

Noha Abdalla, Chief Marketing Officer at Choice Hotels International, Inc, says data is the cornerstone of the brand’s customer experience. Choice Hotels is recognized for knowing its customers incredibly well and providing a consistent guest experience, which comes from having reliable data.


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

Jul 5, 2023

Where does a customer-obsessed culture start? With the CEO.

Jeff Mezger, Chairman, President, and CEO at KB Home, is known for his customer-centricity. That mindset has spread throughout the company to create a culture of customer obsession. Every employee knows their role and the impact of their work, which leads to incredibly high customer satisfaction rates.


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

Jun 28, 2023

Like many industries, the automotive space has been upended in recent years. With supply chain issues, changing technology, and evolving customer preferences and priorities, the car-buying process is much different than it used to be.

Jennifer Vianello, CMO of Cars.com, says there have been so many predictions about car-buying over the last 25 years that it is challenging to make new predictions. And even with advancements in technology, most customers continue to purchase in person and do tremendous amounts of research beforehand. Buying a car is the second largest purchase most people will ever make and one most people don’t take lightly. 


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

Jun 20, 2023

Delivering quality content to customers builds trust and strengthens relationships. With the power of search engine optimization, content can be a powerful marketing tool to establish your company as a thought leader and develop credibility. According to Leslie Yazel, Editor and Head of Content for Buy Side from WSJ, people who come through search are looking for a particular product or answer and can turn into valuable customers.


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

Jun 13, 2023

Most companies understand the importance of their frontline workers interacting with customers daily. But how many will build a customer experience strategy around them?

At JetBlue Travel Products, the contact center is in the middle of everything the company does--literally and figuratively. 


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

Jun 6, 2023

Imagine having an expert makeup artist available whenever you have a question. That's the reality for customers of some of the world's leading beauty brands, thanks to an innovative digital strategy that combines technology and the human touch. 

Salima Popatia is the Chief Digital Officer at Orveon Global, the company behind some of the world’s most recognizable beauty brands: Laura Mercier, Bare Minerals, and Buxom.


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

May 30, 2023

Customers frequently read reviews from other customers, but how often do companies get involved? Customer reviews abound online but are often overlooked by brands. 

Liz Carter, CMO of experience management company Reputation, says customer reviews have incredible power.

This episode is sponsored by Reputation.


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

May 23, 2023

Most customer experience data strategies include two types of insights: qualitative and quantitative. Qualitative data tells the stories behind the customers, and quantitative data shares trackable metrics of customers’ actions and a brand’s performance.

But according to Jim Kalbach, author of The Jobs To Be Done Playbook, modern CX teams have an over-reliance on quantitative data, which can distract from building strong customer relationships.

 


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

 

May 16, 2023

Between stress from the pandemic and the economy, rude customers, and changing technology, many customer-facing employees are burnt out. Mental health is crucial to everyone’s well-being, especially frontline workers and contact center agents who face challenges and difficult conversations every day.

Amy Smith, Chief Impact Officer at TOMS, says we need to talk about our mental health like we would talk about a broken arm, cold, or sprained ankle.

 

This episode is sponsored by Thinkific.


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

May 9, 2023

How does a company founded in 1911 stay relevant and a leader in the tech space today? Continual evolution and a willingness to disrupt.

IBM has long been a leader in the technology industry because of its willingness to experiment and challenge the status quo. Chief Communications and Chief Marketing Officer Jonathan Adashek attributes that to staying on top of advancements and being willing to adapt and find creative solutions.

This episode is sponsored by IBM.


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

May 2, 2023

The biggest challenge for customer experience teams often isn’t learning new technology, staying on top of trends, or connecting with customers--it’s getting buy-in from executives and proving the ROI of their efforts.

Bryan Sanders, Head of CX, Market Research, Digital at AAA, recommends that customer experience practitioners take a unique approach: do CX on the leaders they’re trying to engage with. 


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

Apr 25, 2023

Internal insights and customer feedback are essential to building an effective customer-focused leadership strategy. But it requires continually listening to customers, measuring what matters, and ensuring data is passed to the right teams to make changes and improvements.  

 

Diana Brown, SVP of Sales Operations and Customer Experience at XPO, involves leaders with the data through feedback loops. Leaders know the importance of data and see it first-hand by talking to employees about what is and isn’t working and the tools they need to deliver a great customer experience. 

 

This episode is sponsored by Thinkific.


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

Apr 18, 2023

The abundance of data available to companies today presents incredible opportunities to personalize their experiences and serve customers like never before. Today’s customer experience teams have the power to know so much more about customers, their preferences, and their history than ever. 

 

But with technology advancements, privacy challenges, and cookie changes, it’s also never been harder to be in marketing and advertising than it is today, according to Bill Bruno, CEO of customer data company Celebrus.

This episode is sponsored by Celebrus.


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

Apr 11, 2023

It takes a lot to stand out in the competitive DTC food delivery market.

But ButcherBox built a competitive advantage by staying true to one of its core values: being customer obsessed. Chief Product & Experience Officer Lesley Mottla says the value isn’t just words on the wall—it’s something leaders and employees are constantly talking about and living.


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

Apr 4, 2023

Morgan Stanley CMO Alice Milligan is tasked with balancing legacy and innovation for a company founded nearly 90 years ago that has become one of the biggest names in finance.

It’s a common dilemma for companies: how do you balance holding on to the brand legacy while embracing the future?

This episode is sponsored by Thinkific.


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

 

Mar 26, 2023

The foundation of delivering a fantastic experience to customers is listening to them. How can you provide relevant and personalized experiences without understanding your customers and hearing their feedback?

 

Nationwide Insurance is known for its customer-centricity, largely because of its company-wide focus on listening to customers and using their feedback to continually improve the experience. EVP and Chief Customer Officer Amy Shore says Nationwide’s dedication to offering extraordinary care to its customers starts by listening to their feedback and ideas. 


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

 

Mar 21, 2023

What does it take to build a disruptive, customer-centric company?

It starts with customer-centric leaders.

Digital investment company Betterment was on my list of the 100 most customer-centric companies in 2022 because of its innovative platform that combines the convenience of digital tools with the personalization of human agents. Aside from a strong digital experience, what sets Betterment apart is its customer-centric leadership.

This episode is sponsored by Thinkific.


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

 

Mar 14, 2023

What’s one of the biggest challenges of securing a sale? It’s not rejection--it’s indecisive customers.

Customer indecision is everywhere, from B2B buyers making big purchases to customers shopping for clothes online. And it’s become even more evident as global and economic conditions become more uncertain. According to best-selling sales author Matthew Dixon, 40-60% of a salesperson’s qualified pipeline will ultimately be lost to no decision. That’s a significant loss of revenue and customer relationships.

*Sponsored by Thinkific


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

 

Mar 7, 2023

How do you reinvigorate a 135-year-old brand to connect with new and changing customers?

That’s the question faced by Bibie Wu, CMO of Del Monte Foods.

Customers have changed drastically in the last few years, especially in the food industry. Even with changing trends, Del Monte stays grounded in the goodness of fruits and vegetables. In fact, with more people eating at home, managing their household budgets, and trying to put great food on the table, Del Monte has never been more relevant.


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

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