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_outlineHow 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 customers are loyal to certain brands or products.
Identity loyalty goes beyond just looking at the products a customer repeatedly buys to examine the reasons behind them and how those brands contribute to the customer’s overall sense of self.
As Reed says, a customer can buy the same product over and over and be seen as loyal by the company. But those repeat purchases could be out of habit, convenience or brand neutrality instead of actual loyalty.
Identity loyalty is born from psychological self-perception that somehow the brand is connected to who the customer wants to be. Loyalty comes from that need to self-express. When customers have identity loyalty, the brand and product makes a statement about who they are and who they want to be. Reed says that the stronger the relationship of identity and self-expression to the brand, the stronger the identity loyalty.
Brands should build customer identity loyalty by creating a deep connection between their products and the customers’ values. Identity loyalty isn’t created and strengthened by highlighting a product’s features—because at some point, the features are all the same—but by connecting to deeper values. Customers have identity loyalty to brands like Apple, Nike and Peloton because the products are great, but also largely because the brands showcase who customers are and who they want to become.
Identity loyalty creates strong bonds between customers and brands and is strengthened as brands showcase their values and build personalized relationships. Customers don’t buy what you do; they buy why you do it.
Highlighting values and building emotional connections can help all brands strengthen their customer identity loyalty.
Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here. Join the new Customer Experience Community here.