The Modern Customer Podcast
The economy changes. Politics shift. Competitive advantage isn't found in products alone, but in the exceptional experiences that foster customer retention and advocacy. Join me and bestselling author of “Keep Your Customers”, Ali Cudby on The Modern Customer Podcast. We're not offering tips and tricks, but a mindset shift to unlock unshakeable customer loyalty. Her MINT methodology isn't just a clever acronym. It's a framework for building deep connections that outlast any market fluctuation. Listen now to keep your customers coming back! Blake Morgan is a customer experience...
info_outline Setting Sail for Success: Customer Experience Lessons from the Cruise IndustryThe Modern Customer Podcast
Businesses across all sectors are constantly seeking new ways to elevate their customer experience offerings and drive customer loyalty. One fascinating model is the cruise industry. Cruise ships offer a 24/7, 'live-in' customer relationship model, forcing a relentless focus on swift problem resolution and exceeding expectations to avoid tarnishing the entire experience for passengers. With over 40 years of experience in the cruise industry, Paul Rutter, author of “You Can't Make This Ship Up,” has witnessed firsthand the evolution of customer experience on cruise ships. His role as a...
info_outline How to Manage CX Teams in Times of Change with Dale Carnegie’s CEOThe Modern Customer Podcast
Emerging technologies like AI are reshaping the way businesses interact with their customers, while rapidly shifting expectations demand adaptable, emotionally intelligent leaders. Joe Hart, CEO of Dale Carnegie Training, understands this dynamic landscape. His insights on managing change, embracing technology with a human touch, and cultivating a customer-centric culture offer a roadmap for customer experience leaders. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
info_outline Capital One's Strategy for Customer-Centric SuccessThe Modern Customer Podcast
Customer-centric banks like Capital One excel by focusing on user-friendly technology, readily available customer service, and financial tools designed to empower individuals in managing their finances. Lauren Liss, Head of Premium Products, Marketing and Rewards at Capital One, discusses the importance of a customer-centric culture and the role of rewards programs in creating memorable customer experiences. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
info_outline How To Transform Customer Support with AIThe Modern Customer Podcast
Artificial Intelligence (AI) presents a transformative opportunity to reimagine customer support. Chatbots like ChatGPT are already outperforming contact center staff in some cases, proving their ability to understand and handle customer queries. William "Bill'' Raduchel, author of The Bleeding Edge, draws on decades of tech industry experience to share insights on the transformative power of technology, spanning from Silicon Valley's early days to the current era. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The...
info_outline How ThredUp Leverages AI to Enhance Customer Experience in the Secondhand MarketThe Modern Customer Podcast
The secondhand market is booming, fueled by consumer shifts towards sustainability and value. With shoppers demanding the same seamless experience they expect from traditional retail, customer experience (CX) is crucial for resale platforms. ThredUp, an online leader, illustrates how strategic CX drives success in this unique market. ThredUp’s CEO and Co-Founder, James Reinhart, understands the complex customer journey in resale and focuses on addressing pain points at every stage. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book...
info_outline How To Champion Your Customer Experience Programs With Better Public SpeakingThe Modern Customer Podcast
The world of customer experience is constantly changing. To succeed, you need to give impressive presentations that win support for your customer programs. Jacqueline Farrington, author of “The Non-Obvious Guide to Better Presentations: How to Present Like a Pro (Virtually or in Person)”, shared her insights on the Modern Customer Podcast. Her tips can help you refine your presentation skills and champion your customer experience programs. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
info_outline Want to invest in Customer Experience? Question the Downside of FailureThe Modern Customer Podcast
The key to better customer experience? Design interactions that are easy and straightforward, and prioritize understanding your customers. Matt Watkinson, author and CEO of Methodical joins us to discuss how his experience navigating uncertainty can be used to create exceptional customer experiences. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. Enroll in the ROI of Customer Experience course here: https://customerexperienceroi.com/
info_outline Why Customer Satisfaction is Declining (and How to Fix It)The Modern Customer Podcast
Customer satisfaction is on a downward spiral, according to data from the American Customer Satisfaction Index (ACSI). Forrest Morgeson, ACSI’s Director of Research shares reasons behind this concerning trend. Enroll in the ROI of Customer Experience course here: https://customerexperienceroi.com/ Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
info_outline From B2B to B2C Thinking: Elevating Client Experience with Surbhi Kaul at Juniper NetworksThe Modern Customer Podcast
Exceptional customer experience (CX) isn't just for B2C companies anymore. B2B organizations are now recognizing its vital role in their success. Surbhi Kaul, Vice President of Global Customer Experience at Juniper Networks, exemplifies this shift. With over 10,000 employees and $5 billion in annual revenue, Juniper Networks is at the forefront of networking innovation. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
info_outlineBuilding a better experience for customers often starts internally by creating a customer-centric culture and strong teams. And for many successful companies, those teams are transitioning to become more agile.
Agile is a buzzword often thrown around with teams. According to Sarah Elk, author of Doing Agile Right: Transformation Without Chaos, there’s a difference between companies that do agile well and companies that don’t do it properly and end up with more issues than before. What does it mean to be agile? It’s a way of organizing and running teams that helps them change businesses, test fast and stay in tune with customers. Agile teams are focused on innovation and experimenting with new ideas with a strong feedback loop.
When done right, agile teams are completely customer-focused and can make a huge impact in strengthening relationships and creating high-quality customer experiences. One thing to remember is that agile teams are a tool, not a strategy. Successful companies have a purpose and a strategy to achieve that purpose. Agile is a tool or methodology to help companies be more efficient and customer-focused, but it isn’t the entire strategy.
Elk says agile’s role is essential to customer experience because it puts the customer at the heart of everything the team does. When done correctly, multiple agile teams in the organization are focused on innovating different aspects of the customer experience. One agile team could be working on customer solutions, another on adapting technology systems and another on improving communication. Each team is testing new ideas to find what will work best for customers. Each team has its own agile focus, but they all work together to deliver something different and relevant to customers.
Many companies are moving enthusiastically to agile teams, but the entire company shouldn’t be agile. Hierarchical structure and traditional teams are essential to keeping the business running with routine operations. Agile and bureaucracy are complements to each other and balance each other out to keep the business moving forward while also finding new solutions to improve the customer experience.
Successful, customer-centric agile teams start with strong leadership and culture. In an agile world, the customer dictates the right answer because teams are testing and learning. Leaders often need to step aside and let agile teams work so that customers can speak for themselves. Elk says the most critical piece of an agile team is the feedback loop. Teams need to be constantly in contact with customers and learning from and applying their feedback.
Agile teams have incredible potential to change customer experience and create relevant and innovative interactions with customers. Elk says that at the end of the day, agile is about hope and optimistically looking towards the future. Agile’s goal is to make a business better and should create a fun journey—for both employees and customers.
This week’s podcast is sponsored by Zendesk.
Things are a little weird right now. The sudden change in the world—and the world of business—has created new challenges. A lot of companies are struggling to keep up with what matters most: their customers. Zendesk is here to help. They put together a six-month complimentary Remote Support Bundle. To learn more visit www.Zendesk.com.
Blake Morgan is a customer experience futurist, keynote speaker and the author of the bestselling book The Customer Of The Future. Sign up for her weekly newsletter here.