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3 Pillars that Empower Executives to Thrive During Tough Times

The Modern Customer Podcast

Release Date: 03/31/2020

How To Create A Mobile, Social And Digital-First Strategy show art How To Create A Mobile, Social And Digital-First Strategy

The Modern Customer Podcast

With changing customer trends and demands on top of global supply chain disruption and a pandemic, retailers have had to continually pivot over the last few years. One of the best ways to survive the changes is with a mobile, social and digital-first strategy.  When Alicia Waters stepped into her current role as CMO of Crate & Barrel, she pushed to optimize the brand’s mobile presence and create more digital services. As customers spend more time at home and more time on their phones, they are inundated with digital content. Brands need to have a strong mobile and digital strategy to...

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How to Embrace Customer-Centricity show art How to Embrace Customer-Centricity

The Modern Customer Podcast

How do you create a customer-centric company, especially when your job is to help other companies be customer-centric? According to Pega President of Global Field Operations Hayden Stafford, it’s all about putting the customer at the center of absolutely everything you do.  Customer-centricity has never been more important, but what customers are looking for is changing. Stafford says the two biggest trends impacting customers are the need for empathy and real-time context. The most successful companies are continually innovating to find new ways to meet customers with empathy in...

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How To Stop Interrupting And Start Empowering Customers show art How To Stop Interrupting And Start Empowering Customers

The Modern Customer Podcast

For decades, companies built brands by interrupting customers. It was the 30-second ads that interrupted a person’s TV watching, the banner ad that interrupted their internet browsing, or the commercial that interrupted their streaming show.  But those days are over, says Jeff Rosenblum, co-founder of Questus. Companies need to move towards empowering their customers instead of interrupting them.  Rosenblum admits that interrupting can be effective at building brands, but that doesn’t mean customers appreciate being interrupted. When talking with friends or family, an...

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The Importance of Customer Identity Loyalty show art The Importance of Customer Identity Loyalty

The Modern Customer Podcast

How do customers come to form a sense of who they are?  Brands often focus on loyalty, but much of that loyalty was thrown out the window during the pandemic as customers reevaluated their priorities and tried new products and services.  But even with turmoil and change, some customers stayed loyal to their favorite brands. The difference in these levels of loyalty often comes back to identity loyalty.  Dr. Americus Reed II, best-selling author and marketing professor at The Wharton School, created the concept of identity loyalty to examine the psychological reasons behind why...

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How to Leverage Data to Improve Personalization show art How to Leverage Data to Improve Personalization

The Modern Customer Podcast

Today’s customers expect brands to remember their likes and dislikes, which means personalization is table stakes, especially in e-commerce.  Delivering a solid personalization experience starts by leveraging customer data to understand their needs and preferences and adjust the experience in real-time.  Julie Penzotti, principal data scientist at Zulily, says the company collects more than 5 billion clickstream events of data every day. That data shows the company what items each customer is interested in, how long they spend shopping, and even what items they see but pass by....

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Using CX Metrics to Embrace and Improve Customer Pain show art Using CX Metrics to Embrace and Improve Customer Pain

The Modern Customer Podcast

Companies have two choices when it comes to customer pain: hide from it or embrace it. Nate Henderson, CEO of BILT, chooses to feel customer pain and use it as a driving force behind creating an amazing experience. That mindset and customer focus is a large reason BILT has seen consistent triple-digit growth in the last few years.  BILT was created to address a common customer pain point: assembly. Henderson wondered why companies relied on paper instruction manuals when technology had moved so far past that. BILT is a free app that partners with manufacturers of all types of products,...

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3 Ways Rothy’s Turns Customers into Brand Advocates show art 3 Ways Rothy’s Turns Customers into Brand Advocates

The Modern Customer Podcast

With its stylish and comfortable shoes and bags made out of recycled plastic water bottles, Rothy’s bridges the gap between fashion and sustainability. But it has also tapped into the holy grail of customer experience: word-of-mouth marketing.  Rothy’s shoes were originally designed for women on the go who needed comfortable shoes that were still stylish. Many Rothy’s customers share similar stories of trying different types of shoes before finding Rothy’s and jumping into a sustainable brand that helps them look and feel good.  Rothy’s customers are fiercely loyal to the...

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How To Successfully Use NPS show art How To Successfully Use NPS

The Modern Customer Podcast

Net Promoter Score, or NPS, is one of the most widely used customer experience metrics across all industries. But according to its creator, Fred Reichheld, countless companies are doing it wrong and end up abusing the system.  The Net Promoter System involves asking a simple question to customers, typically after an interaction with a brand—how likely are you to recommend the brand or company to family and friends?  Best-selling author Reichheld says the core principle of NPS is love and the idea that you should treat others the way you would want a loved one to be treated....

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Conversational AI is the Future of CX show art Conversational AI is the Future of CX

The Modern Customer Podcast

Every day, we text to communicate and quickly share news and questions with our family and friends.  Why can’t contacting a brand be that simple?  That’s the question that caused Mike Myer to create the digital CX company Quiq. As CEO, Myer has a unique view of the future of conversational AI and its power to transform customer experience. Conversational AI allows customers to chat with human agents or bots through text on a variety of channels and quickly and conveniently get the information they need.   One channel Quiq’s customers have seen strong success is...

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How To Deliver B2B CX In a Post-COVID World show art How To Deliver B2B CX In a Post-COVID World

The Modern Customer Podcast

Customer expectations have changed over the past 18 months of a pandemic, leaving brands with the challenge of pivoting and adapting not only to a new way of living and working but also to a new way of interacting with and serving customers.  Scott Finlow, CMO of PepsiCo Foodservice, has noticed two major trends during the pandemic. First is that people are looking forward to re-entering the world and having meaningful connections. As they do so, they want to try new products and have new experiences. Second, people are looking for more purpose in their lives and in their brand choices....

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It’s no secret that we are experiencing a moment in history that is uncertain and distressing. The coronavirus pandemic has affected millions of businesses around the country, leaving employees and leaders in a state of panic. Executives at these businesses hold a heavy responsibility on their shoulders to remain calm, adaptable, and resilient. As the world changes drastically around us, we are looking to these c-suite leaders to step up and set an example. 

Damon D’Amore, C-Suite Advisor and Elite Performance Mentor, works with executives every day to help them build their legacy, meaning the clear and consistent message the stakeholders in his clients’ lives and businesses will share when they are gone. While he believes we all have to focus on tactical and immediate business needs, the only way to secure a legacy, the narrative of which you control, is to make tradeoffs with time and dedicate resources to focusing on what matters most. This is done by focusing on these three pillars:

Psychological: Mindset

Create filters to determine what time and resource demands are worthy of focusing on. You are the one who prioritizes your time, not your employees, customers, or board. The result is establishing confidence that you are focused on what matters most.

Emotional: Resilience as a Lifestyle

Resilience is not about surviving one challenge or trauma. It is being an optimist in the sense of waking up everyday knowing things will go wrong but you have the tools to survive and thrive. Knowing you will be ‘OK’ combined with the confidence that you are focused on the right priorities, you will be equipped to lead effectively. 

Narrative: Share Your Story

Use the data points of your life and career to tell a unique and compelling story. Your story will gain advocacy for your goals from all of your stakeholders like your company’s board, customers, investors, family and friends. You need to know your story, believe it, and learn how to communicate it. 

For executives out there that are still at a loss for how to cope with the changes that coronavirus has brought, and will continue to bring, Damon says to compose yourself and take stock of what you have and what you need. If you’re safe and have food, shelter and whatever medical supplies you need for a couple of weeks, you’re likely in a good place. You should also find a way to be present and focus. That can mean learning to meditate, breath work, or practicing gratitude. You don’t need to travel to a mountaintop in a faraway land to learn to do any of these. You can watch a video online, listen to a podcast, or download an app. 

Another helpful tool is to find an accountability partner or group. Even if it’s just 1 hour per day, get on a video chat with coworkers or peers. Set an intention or goal for the next hour, mute your video, put on headphones and do the work. Just seeing others being productive will alleviate some stress and help you to focus. The reassuring news is that many of us are in the same boat and there’s no need to be embarrassed about sharing your feelings with your peers.

As we all navigate this new reality, let’s not forget that this is an opportunity to build a legacy that we are proud of. Getting your mindset right, being resilient, and having the confidence to share your story in a vulnerable way sets you apart from the masses. As an executive, your responsibility is just as large as the impact you are capable of creating.