show episodes
 
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 an ...
 
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show series
 
COVID highlighted the need for every company to be digital. But many companies face challenges when undergoing a digital transformation. According to Nigel Vaz, CEO of Publicis Sapient, all companies need to challenge the status quo as they adopt new digital strategies and solutions. He says the biggest mistakes companies make happen at the start a…
 
10 years ago, people used to email, call, or text their friends and family. Today, the vast majority of conversation happens via messengers. Business communication is set to follow the same pattern. According to Paul Adams, VP of Product at Intercom, messengers like WhatsApp, WeChat, and Facebook messenger have become the dominant way people commun…
 
The wireless industry may be the most competitive in the world. To attract more customers, companies are constantly working to improve their services. That means delivering seamless, convenient experiences that modern customers crave. T-Mobile’s goal is to make customers’ lives easier as it connects them to the world. Competing on customer experien…
 
When Kate Johnson became president of Microsoft US four years ago, the stock price was at $44. Today, it’s around $260. What’s the reason for the immense growth? Continual digital transformation and a commitment to change. At Microsoft, Johnson is a powerful change agent who works with CEO Satya Nadella and other executives to set the company on a …
 
At the height of the COVID pandemic in spring 2020, toilet paper and hand sanitizer were the hottest items on store shelves. The search for these essential items grew to a fever pitch, with customers lining up for hours and scouring the internet to get their hands on these hot commodities. As demand skyrocketed and shelves cleared, many states and …
 
Of all the industries to break into, the beverage space is among the most difficult. The hyper-competitive market and domination from big brands make it incredibly challenging for entrepreneurs to get their products on shelves. But Jordan Schenck has experience and grit on her side. As the former Head of Global Consumer Marketing at Impossible Food…
 
It’s something all customers have faced: they have a problem or question, but the only way to resolve it is to wait on hold with the contact center or fill out a contact request form. The process is long and frustrating. Modern customers want another approach to solving their problems. Knowledge management is a way to connect the dots and keep comm…
 
In a sea of celebrity brands, how can a company stand out and attract customers? It comes down to being passionate, innovative and empathetic. Many celebrities are only involved with their brands as far as simply putting their name on a product, but Bruno Mars’ rum brand SelvaRey is different. He spent three years redesigning the SelvaRey packaging…
 
Saying 2020 was a rocky year may be the ultimate understatement. But after the turmoil and uncertainty, customers, brands and investors want to know what the economy looks like in 2021. According to Fox Business Network’s Charles Payne, there’s reason to be extremely optimistic. In 2021, consumer savings are near record highs. That, combined with g…
 
Technology doesn’t stop during a pandemic. Because of that, VMware needs to stay connected to customers and showcase its multi-cloud technology. But in the B2B industry, which is traditionally driven by in-person events and marketing, building relationships and growing leads virtually poses a challenge. VMware CMO Carol Carpenter stepped into her r…
 
Loyalty programs are an important part of many brands’ customer engagement strategies, but yesterday’s loyalty programs won’t necessarily be successful today. According to Francis Hondal, President of Loyalty & Engagement at Mastercard, the recent growth of tech, digital commerce and data have redefined opportunities for brands to serve their custo…
 
The beauty world is full of customers who love to experiment with new products, watch makeup tutorials and spend time finding the best items. But what about customers who care about their skin and beauty but don’t want to spend the time finding and trying new products on their own? These are known as casual consumers. They want to try new things bu…
 
Running the largest adventure park company in the country comes with challenges—especially during a global pandemic. There’s no playbook for this type of scenario. But Michael Browning, founder and CEO of Urban Air, knows that speed and innovation always win, which fueled his strategy to react to information quickly as it came in. Reacting with spe…
 
A year ago, most of us were speaking in meetings full of team members or giving presentations to rooms full of people. But those faces have now changed to boxes on a screen, and our messages have moved from in-person to virtual. Being an effective communicator is a challenge on its own, but doing it virtually adds even more complications. According…
 
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 sam…
 
2020 changed the world in many ways, including a renewed push for racial justice and equality in the United States. That demand must now be echoed in how companies brand and market their products. With increased calls for racial justice, Kirstyn Nimmo saw how she could bring her marketing expertise and experiences as a Black woman to help brands ac…
 
It’s a common experience for online shoppers: an item arrives in the mail, either doesn’t fit or is no longer needed and now must be returned. But the process of making the return is cumbersome and requires printing shipping labels, packaging the item, making a trip to the post office and then waiting up to a few weeks to get the refund. With all t…
 
E-commerce has seen tremendous growth during the COVID-19 pandemic. But with so many customers going online, it’s never been more important for brands to make their products visible. According to Sarah Hofstetter, President of Profitero, search is the hottest and most important topic in the e-commerce world right now. When customers shop in stores,…
 
Before Amazon became one of the world’s largest retailers, it was simply an online bookstore shipping items within the U.S. But even in its early days, founder and CEO Jeff Bezos had a vision to build earth’s most customer-centric company. That mentality still holds strong today and is a driving force behind Amazon’s continual success. Colin Bryar …
 
Nearly a year into the global pandemic, what modern customers are looking for in the brands they interact with has permanently changed. At the top of the list of customer priorities are health and safety. Research from Volvo and Harris Poll found that COVID has altered the mindsets of consumers. In an unpredictable world, customers are looking for …
 
It seems nearly every company today has a loyalty program, but the meaning of loyalty itself is often still a mystery. Customer loyalty in 2021 looks different than it has in the past and even than how many companies view it. According to Bram Hechtkopf, CEO of loyalty marketing and technology company Kobie, loyalty is more than just how a customer…
 
For many people, the days of going to the bank to make a deposit or cash a check are gone forever. Like in many industries, the Covid-19 pandemic has led to a major shift away from in-person banking interactions towards digital services. The challenge now becomes how to pivot to best serve contactless customers. According to Holly O’Neill, Chief Cl…
 
It’s a common situation for customers: spending time on a company’s app or website and then having to call customer service for help. Even after spending time searching online, the customer still has to wait on hold, log in or prove their identity and then re-explain the situation and wait to get connected to the right person. In recent years, many…
 
It’s the time of year when everyone is making New Year’s resolutions and setting goals for the coming year. What do you hope to achieve in 2021? How do you want to improve yourself and your career? For many of us, it’s been a complicated year and we’re looking for some change and improvement. But too often we fall into the trap of thinking we have …
 
What’s the word of the year for customer service? According to business and CX expert Shep Hyken, it’s empathy. Hyken has years of experience in customer service and is a popular speaker and author. Like all of us, he saw the dramatic challenges businesses faced in 2020 and the pivots they had to make. Businesses and customers are adjusting to thei…
 
Every year, I make predictions for what’s to come in the world of customer experience. After doing this for seven years, I’ve gotten pretty good at predicting trends that really do end up influencing businesses and customers. But in 2020, no one could have predicted the COVID-19 pandemic. It’s been a tough year. Between the pandemic, shutdowns and …
 
After a wild 2020, many companies are looking forward to 2021 and hoping to proactively engage with customers instead of reactively building or changing programs and services. But just because 2021 is a new year doesn’t mean 2020 is gone and forgotten. The global pandemic and unrest of the year will stick with customers for the long term and greatl…
 
2020 has been a strange year. Many people coped with the loneliness and uncertainty of lockdowns and quarantines by adding a furry friend to the family. Pet ownership is way up because of the pandemic and has caused the pet industry to pivot and adapt. As the number of customers has greatly increased, the pet industry has also had to deal with pand…
 
What has been the biggest shift in customer experience in recent years? It’s not the COVID-19 pandemic, though that has certainly played a large role. According to NICE inContact CEO Paul Jarman, the biggest change has been the democratization of opinion. Customers have more of a voice than ever before, which has forced companies to focus on experi…
 
How do you create an experience around an all-natural vodka that shows its history and sustainability? Learn to tell a good story. Belvedere Vodka has long been known for its great quality and super-premium product, but only recently has the company began to focus on its historic roots and sustainable efforts. Sharing the story adds to the experien…
 
The backbone of a strong customer experience is feedback. And it’s never been more important than it is now. According to Tom Hale, president of SurveyMonkey, digital surveys and feedback have seen tremendous growth during the COVID-19 pandemic. With companies forced into new ways of doing business and interacting with their customers, feedback has…
 
If you’ve been to one of Shake Shack’s 300-plus locations around the world, chances are you’ve had to wait in line. The restaurant draws a crowd with its fresh ingredients and elevated take on fast food. The entire brand is built around great food and great service, and it’s a hit with customers. Shake Shack stands out because of its fine dining-in…
 
For years, experts have talked about millennials and looked towards the future of Generation Z, the generation to follow. But Gen Z is now here and already having a massive impact, both as employees and as consumers. Marketers need to understand Gen Z to realize its full impact and to separate the truth from long held myths. Generational researcher…
 
In the midst of a global pandemic, pharmaceutical companies around the world are rushing to develop a vaccine to COVID-19. In an industry that typically takes years to create, test and market new drugs, the incredible time crunch for the COVID vaccine is pushing companies to their limits. But it’s not just pharmaceutical companies that are in the r…
 
Most companies and consumers know they should fight against climate change and want to make a difference, they just don’t know how. With carbon emissions increasing across the globe, it can feel overwhelming to make a difference. Companies don’t know how to start or even if their efforts will pay off and actually have an impact. Austin Whitman is f…
 
After months of quarantine and isolation, consumers are slowly starting to adjust to a new life with COVID-19. As stores reopen and re-adjust, they are faced with customers who are drastically different than they were just six month ago. According to Walter Robb, former co-CEO of Whole Foods, in order to transition and move forward, stores must re-…
 
What do you do when everything about how you run a business goes out the window? Software company Red Hat is regularly recognized as one of the best places to work, in part because of its strong community and culture. But when the COVID-19 pandemic forced employees around the world to work from home, the company had to find new ways to support its …
 
The B2B space is often an overlooked area for customer experience. But customer-centric experiences are crucial in the B2B world and come from listening to customers and continually evolving. When Kristi Langdon joined Daimler Trucks, she saw the company was incredibly product-focused, but not very customer-focused. The company was successful becau…
 
No one could have ever predicted what would happen in 2020. Aside from the pandemic and its impact on the global economy, unemployment, remote learning and a host of other issues, there are also widespread cries to end systemic racism, fires and natural disasters and a tumultuous presidential election. It’s more than anyone could ever have imagined…
 
The COVID-19 pandemic may have upended nearly everything about how we live and work, but it hasn’t stopped innovation. While many people and businesses are struggling to stay afloat and work through their day-to-day issues, Lisa Bodell, founder and CEO of FutureThink, says there’s never been a better time to be innovative. She views COVID-19 as the…
 
The COVID-19 pandemic rocked companies and customers around the world. As businesses struggled to survive, many put focusing on their customers on the backburner. But that’s not the case for Workday. The software company is regularly ranked one of the best companies in the world for its customer service and boasts an impressive 97% customer satisfa…
 
What do you do when your entire business is built around parties and celebrations, but people can’t actually get together? That’s the question faced by Party City during the COVID-19 pandemic. But instead of slowing down as social distancing severely limits gatherings, Party City is taking the opportunity to pivot and introduce new services to cust…
 
For decades, healthcare has had a reputation of being bureaucratic and difficult to work with. Customers expect to have to jump through hoops and wade through confusion to find answers to simple questions or manage their care. But the future of healthcare is anything but difficult—it puts customers first to create convenient, proactive and personal…
 
A customer focus and strong customer experience starts from the top. In order for companies to be totally customer-centric, they must have strong leaders. However, we’re facing a leadership crisis today where most leaders don’t know how to lead. Jacob Morgan (who just happens to be my husband) is a best-selling author and expert on leadership and t…
 
For most people around the world, the excitement of attending an in-person event has been replaced by sitting in front of a computer screen. As the coronavirus pandemic cancels in-person events of all sizes around the world, more companies than ever before are taking their events online. But staring at a screen isn’t nearly as engaging as seeing so…
 
With a wealth of customer data available, companies have more opportunities than ever before to deliver personalized customer experiences. But creating a unique experience for each person can take valuable time and resources. Successful companies leverage data to balance personalized experiences with scalable interactions that appeal to everyone. B…
 
After months of stay-at-home orders and closed doors, small businesses across the globe are starting to reopen. But the world they face today is drastically different from the one they were operating in just a few months ago. To succeed in this new world, small and mid-sized businesses need strong resources and support systems. According to Kim Dix…
 
People browse Pinterest for inspiration on recipes, fashion, home décor, health and wellness, travel and much more. But in the future, that browsing could easily turn into shopping. Pinterest is leading the charge for smooth, shoppable content—the future of retail and customer experience. According to Dutta Satadip, Chief Customer Officer at Pinter…
 
In an age where most consumers interact with companies through websites, apps and other digital channels, the utility industry is constantly lagging behind. A recent report from JD Power found that customer digital satisfaction in the utility industry is substantially lower than other industries. As companies in nearly every other industry, even no…
 
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