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
November
October
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: Page 1
Nov 8, 2016

Lisa Lisson, president of FedEx Express Canada, knows the importance of customer experience. As a leader of more than 6,000 employees, her goal is to help them deliver the best possible customer service solutions. Meeting customer expectations wins business, but exceeding expectations leads to customer loyalty, which is the ultimate goal of FedEx Canada, even in the changing world of customer experience.

There have no doubt been changes in how we work, especially in the shipping business, but at the end of the day, the most important thing is still the customer experience. To stay on top on current trends and new technology, companies need to be constantly aware of the customer experience they are providing. It can be tempting to implement new tactics quickly, such as apps and mobile programs, but if they don’t match or exceed the current customer experience, they should go back to the drawing board. The growth of e-commerce and social media has greatly changed how many customers interact with brands due to their increased amount of online shopping and the ability to get goods around the world. Brands who embrace customer experience, like FedEx Canada, know that customers want to communicate with companies in their method of choice, which is why many companies have seen huge growth in chatting and other online communication.

One of the reasons FedEx Canada has been so successful in exceeding customer expectations is because of their corporate culture. Lisa spends much of her time interacting with employees because she believes a good leader has to get out from behind the desk and burn shoe leather. Many of her best ideas come from interacting with employees and going out on sales calls with customers. Employees are more likely to be motivated to build customer loyalty and have a great experience when they are invested in the company and feel valued. Because FedEx Canada employees feel they are part of the team through trust and respect, they deliver on impeccable service to customers. FedEx Canada gives every employee a “toolbox” they can use to give employees a great experience. Building off the culture is an internal program called the Purple Promise. Posters cover the company’s call centers reminding employees to make every FedEx experience outstanding for the customers as a way to build loyalty.

            Companies that are successful at evolving with the customer experience spend a lot of time and resources measuring their success because they know they live and die by the customer experience. At FedEx Canada, that involves periodically gathering employee representatives from all areas of the customer experience and talking about what can be done in each area to improve the process. Those meetings help management see the entire process and empower employees to do whatever it takes to please the customer.

            Lisa proudly tells the story of an employee who responded to a call from a customer whose package had been lost with special baby formula. When the employee saw the package was in transit but that the customer needed it right away, she called health food stores in the area until she found the formula, then purchased it on her own credit card and arranged for expedited delivery to the customer’s home that evening.

            By empowering employees and making the customer experience a vital part of your corporate culture, you can be prepared for industry changes and continue to create exemplary customer experiences.

 

 

 

 

0 Comments
Adding comments is not available at this time.