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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: Page 1
Mar 9, 2021

Just weeks after Sarah Steinhardt had her first baby, she had to make a quick run to the store to get more diapers. On a New York City street corner, diapers in hand, she started crying. It was at that moment she realized how fortunate she was to be able to quickly get the necessities for her baby when mothers around the country didn’t have the same ability. 

That experience led Steinhardt to create Welcome Baby USA, a nonprofit focused on providing at-risk and low-income mothers with the essentials for their baby’s first month of life. Welcome Baby partners with clinics and hospitals across the country to provide boxes with diapers, newborn clothes, a baby carrier, and other essentials that these women would likely not be able to otherwise afford. Mothers receive the boxes during their third trimester so they have everything they need to bring a baby home. 

Steinhardt’s career started in broadcast journalism, which opened her eyes to the countless people and stories around the world. In many instances, these mothers and babies don’t have a voice and need advocates to support them and share their stories. Steinhardt says the Welcome Baby box is meant to alleviate stress for mothers who can’t afford necessities and hopefully gives the baby a level playing field in their first month of life that they can move from.  

But building and scaling a nonprofit hasn’t been easy, especially during a global pandemic when children face more needs than ever before. When she started Welcome Baby more than two years ago, Steinhardt and her co-founder packaged the boxes in their homes and hand-delivered them to local hospitals and clinics. As the organization grew, it partnered with a company to source, pack, and ship the boxes. But in the early days of the pandemic when supply chains were in chaos, it was nearly impossible to find some of the most important parts of the boxes, like thermometers. Steinhardt said she had to re-think logistics, but the new thinking and partnerships allowed Welcome Baby to scale and grow during a difficult year. 

New motherhood can be incredibly isolating, especially for mothers who don’t have basic necessities for their children. Steinhardt hopes her organization can take away some of the stress of having a baby by providing much-needed supplies. Her story shows how women can support each other and make a difference during the most vulnerable and important times in life.  

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

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