Aligning Business Growth with Customer Strategy
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...
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Setting Sail for Success: Customer Experience Lessons from the Cruise Industry
The 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...
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How to Manage CX Teams in Times of Change with Dale Carnegie’s CEO
The 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.
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Capital One's Strategy for Customer-Centric Success
The 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.
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How To Transform Customer Support with AI
The 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...
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How ThredUp Leverages AI to Enhance Customer Experience in the Secondhand Market
The 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...
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How To Champion Your Customer Experience Programs With Better Public Speaking
The 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.
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Want to invest in Customer Experience? Question the Downside of Failure
The 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/
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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.
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From B2B to B2C Thinking: Elevating Client Experience with Surbhi Kaul at Juniper Networks
The 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_outlineIt’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 to start completely over to find success and happiness.
Instead of setting New Year’s resolutions, I follow the 5% rule. Each day, I try to be 5% better than the day before. I’m not starting over from nothing; I’m building on what I already have and trying my best to improve every day. I don’t have to start over to get healthy or build a successful business. I work with what I have and improve it piece by piece. Over time, the 5% rule ends up increasing and accelerating the changes I’m trying to make.
2020 was a rough year. Instead of beating ourselves up when we don’t achieve our lofty goals, we need to show ourselves grace and kindness. Talk to yourself kindly and do the best you can. Instead of feeling the pressure to create this big, amazing thing over night, the 5% rule lets you try your best every day and make small, incremental improvements.
We don’t need more rules. Instead, we need to give ourselves love and nourishment. We need to check in with ourselves emotionally to really see how we are doing and how we can grow and improve.
Make 2021 your year, but don’t feel like you have to do it all at once. Be kind to yourself. Aim to be 5% better each day and simply do your best. Over time, you’ll find you’ve reached where you want to be and become the best version of yourself.
To keep improving yourself and continue your entrepreneurial journey in 2020, be sure to check out the BYOB Podcast and our YouTube Channel for proven tips and useful advice.
Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. Sign up for her new course here. For regular updates on customer experience, sign up for her weekly newsletter here.