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3 Pillars that Empower Executives to Thrive During Tough Times

The Modern Customer Podcast

Release Date: 03/31/2020

COVID Customers Are Counting On You—Are You Rising To The Occasion? show art COVID Customers Are Counting On You—Are You Rising To The Occasion?

The Modern Customer Podcast

It’s been a long 18 months of pandemic life, and customers are feeling the stress and fatigue of constant uncertainty and chaos. They are yearning for a break and a chance to feel calm and normal.  But when they try to escape with a night out or a trip, they’re met with disappointing service.   Companies have to stop using COVID as an excuse for bad service. That’s especially true in industries like hospitality, air travel and restaurants. Yes, there are issues with staffing and turnover, but brands need to figure it out so they can deliver a strong experience. ...

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The One Thing Every Contact Center Bot Needs show art The One Thing Every Contact Center Bot Needs

The Modern Customer Podcast

If you ask customers if they want to talk to a bot, most people would likely say no. For years, bots have gotten a bad rap for their nonsensical answers and inability to understand.   But if you ask customers if they want to get correct answers quickly, they would likely all say yes. Modern bots are one of the best and most scalable ways to offer faster, correct service. According to Ben Rigby, VP, Global Head of Product & Engineering, Artificial Intelligence and Machine Learning at Talkdesk, it’s all about reframing how customers think of bots and how companies use them in the...

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How To Engage Customers In An Uncertain World show art How To Engage Customers In An Uncertain World

The Modern Customer Podcast

The past 18 months have brought unthinkable tragedies and uncertainty to the entire world and changed how most people live, work and interact with companies.  But according to Jon Picoult, author of From Impressed To Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans, out of every crisis comes opportunity. Even with the chaos and uncertainty, there are opportunities to strengthen relationships and improve customers’ lives.  Engaging with customers in an uncertain world starts by really understanding them, including their new and emerging needs and fears....

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6 Steps To Build Returning Customers show art 6 Steps To Build Returning Customers

The Modern Customer Podcast

Growing a business is all about gaining customers and getting sales. And far easier and less expensive than attracting new customers is turning existing customers into regular, returning customers.  CX expert Shep Hyken says the key to building return customers is to discover the typical pattern of return customers and then replicate that experience for new customers. All companies should get people into the cadence of doing business with them regularly, but the timeline of that regularity—be it weekly, monthly or annually—changes based on the industry and type of business.  In...

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How To Deliver Effective Hyper-Personalized Experiences show art How To Deliver Effective Hyper-Personalized Experiences

The Modern Customer Podcast

It’s no secret that modern customers crave personalization. Efforts to tailor experiences to customers’ needs are foundational to a strong CX strategy.  But the next step of personalization is here: hyper-personalization.  According to Raj Badarinath, CMO of Algonomy, hyper-personalization has three main characteristics: It focuses on individuals, not segments. Even if two customers have some similar qualities, they each have a unique experience that meets their exact needs. It creates experiences in real-time. Hyper-personalization delivers offers right when customers need them...

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How Better Health Helps Customers Do Hard Things Easily show art How Better Health Helps Customers Do Hard Things Easily

The Modern Customer Podcast

The goal of every company should be to make their customers’ lives easier, even if it makes their work harder.  But that becomes even more important in a company serving customers with chronic health conditions.  Naama Stauber Breckler is CEO and co-founder of Better Health, a company focused on helping people with chronic conditions manage day-to-day life at home. Through innovative end-to-end solutions that bundle the delivery of medical supplies with education, peer support and telehealth services and an intense customer focus, Breckler and her team make it possible for...

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COVID Taught Us The Importance Of Community show art COVID Taught Us The Importance Of Community

The Modern Customer Podcast

Of the things that were lost because of the COVID pandemic, one of the most impactful was the loss of community.  Instead of interacting in person and learning and growing together, we were forced to do things by ourselves or be separated by computer screens.  So much of how we learn in business and our personal lives happens in person. But that was lost during COVID as our opportunities to learn through in-person classes and events were eliminated.  Without a personal and professional community, the last 18 months have been extremely difficult for most people. We were stuck at...

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How To Create Honest Experiences For Women show art How To Create Honest Experiences For Women

The Modern Customer Podcast

Women are powerful influencers and consumers, but they are often forgotten or overlooked by brands.  Even though women control the majority of household spending decisions and contribute to the economy at record levels, they are often stereotyped when it comes to marketing and customer experience.  Instead of pushing women to the back or creating superficial experiences, brands need to make women front and center in every product they design and experience they create, says Michelle Kennedy, CEO of Peanut, a social network for women.  Kennedy says the key to creating honest...

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The Importance Of Performing A CX Audit show art The Importance Of Performing A CX Audit

The Modern Customer Podcast

In many companies, the customer experience happens by accident without much strategic thought.  But a truly customer-centric culture and experience requires a thoughtful strategy and continual adjustments and improvements. And a large part of that is performing a CX audit.  Jamie Haenggi is Executive Vice President and Chief Customer Officer at ADT, where she is focused on designing the CX journey across the entire company for its 6 million customers.   One of Haenggi’s recent projects is an in-depth look and audit of the entire customer experience journey. The goal of...

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The Rise Of Chief Experience Officers show art The Rise Of Chief Experience Officers

The Modern Customer Podcast

Over the last few years, more and more companies have created Chief Experience Officer positions, elevating the customer experience to the C-Suite. One person who stepped into this new role in 2019 was Julie Bowerman, Chief Global Digital Customer and Consumer Experience Officer of Kellogg's. The titles and responsibilities of Experience Officers vary depending on the company, but the growth of the role shows the importance of customers in successful organizations.  Although Bowerman has more than 20 years of experience building household name brands, this is her first role as a Chief...

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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.