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3 Pillars that Empower Executives to Thrive During Tough Times

The Modern Customer Podcast

Release Date: 03/31/2020

What Does Customer Loyalty Mean In 2021? show art What Does Customer Loyalty Mean In 2021?

The Modern Customer Podcast

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 marketing company Kobie, loyalty is more than just how a customer behaves. A customer who regularly purchases from the same company can appear loyal, but what matters more than the transaction is their emotional loyalty, or how they feel about a brand.  Hechtkopf breaks emotional loyalty into three areas: status, habit...

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How Bank Of America Pivoted To Serve Contactless Customers show art How Bank Of America Pivoted To Serve Contactless Customers

The Modern Customer Podcast

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 Client Care Executive at Bank of America, the switch to digital solutions was already in play for the company. The pandemic simply moved up the timeline.  Bank of America’s strategy has always been to deliver world-class service in...

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How To Modernize Customer Interactions For The Smartphone Era show art How To Modernize Customer Interactions For The Smartphone Era

The Modern Customer Podcast

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 aspects of customer experience have been modernized and streamlined, such as the growth of chatbots and AI. However, even with these advancements, most customer interactions have stayed stagnant and without context.  But that won’t...

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Blake’s 5% Rule For New Year’s Resolutions show art Blake’s 5% Rule For New Year’s Resolutions

The Modern Customer Podcast

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 to reinvent the wheel and start completely fresh. If we want to make more money, we have to start a brand new business. If we want to lose weight, we have to go on a crash diet.  But that’s not true—you don’t have...

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Shep Hyken’s Prediction For 2021 show art Shep Hyken’s Prediction For 2021

The Modern Customer Podcast

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 their new way of interacting and facing constant change, especially as we head into the new year.    Here are some of Shep Hyken’s predictions for 2021:  Customers Continue To Get Smarter Today’s customers know...

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Blake's Top 5 Customer Experience Predictions For 2021 show art Blake's Top 5 Customer Experience Predictions For 2021

The Modern Customer Podcast

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 economic downturn, we’ve also faced environmental issues, a divisive election in the U.S., racial injustice and much more.  These events might not seem tied to customer experience, but we don’t live or work in a ...

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7 Trends Shaping CX In 2021 show art 7 Trends Shaping CX In 2021

The Modern Customer Podcast

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 greatly influence how they interact with companies going forward. With more virtual events and interactions than ever before, customers want human connection.  The highlights seven trends shaping customer experience and business growth in...

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How The Pet Industry Adapted During COVID show art How The Pet Industry Adapted During COVID

The Modern Customer Podcast

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 pandemic restrictions and changing health regulations. The only way to survive has been to stay close to customers, adopt digital solutions and pivot.  Brian Garish, president of Banfield Pet Hospital, said that although the way of doing...

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4 CX Takeaways From 2020 show art 4 CX Takeaways From 2020

The Modern Customer Podcast

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 experience. Brands learned that they have to provide an experience that individuals are excited about and will share with family and friends in order to gain customers. As Jarman says, the push towards customer experience has given more power to...

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How Belvedere Vodka Shares Its Story Through CX show art How Belvedere Vodka Shares Its Story Through CX

The Modern Customer Podcast

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 experience and helps customers feel more connected to the brand.  Shifting To Storytelling Instead of simply rattling off talking points and qualities of its all-natural vodka, Belvedere turns to the power of storytelling. As customers are...

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More Episodes

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.