The Modern Customer Podcast
Blake Morgan
Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies.
Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization.
Today’s customers have the luxury of choice. The answer is simple; choose customer experience and customers will choose you. Learn how to put a stake in the ground on customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.
Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization.
Today’s customers have the luxury of choice. The answer is simple; choose customer experience and customers will choose you. Learn how to put a stake in the ground on customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.
Episodes
Mentioned books
Jul 11, 2023 • 32min
Inside Choice Hotel’s Customer-Focused Data Strategy
Noha Abdalla, CMO of Choice Hotels, highlights the importance of data in improving the customer experience. They discuss customer trends in the hotel and travel industry, the definition of customer experience, and how hotels can enhance it. They also share insights on their marketing strategy, influencer partnerships, and leadership hacks.
Jul 5, 2023 • 33min
How a CEO Can Lead and Build a Customer-Obsessed Culture
Where does a customer-obsessed culture start? With the CEO. Jeff Mezger, Chairman, President, and CEO at KB Home, is known for his customer-centricity. That mindset has spread throughout the company to create a culture of customer obsession. Every employee knows their role and the impact of their work, which leads to incredibly high customer satisfaction rates. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
Jun 28, 2023 • 34min
What’s Next for Car Buying? Insights from Cars.com CMO Jennifer Vianello
Like many industries, the automotive space has been upended in recent years. With supply chain issues, changing technology, and evolving customer preferences and priorities, the car-buying process is much different than it used to be. Jennifer Vianello, CMO of Cars.com, says there have been so many predictions about car-buying over the last 25 years that it is challenging to make new predictions. And even with advancements in technology, most customers continue to purchase in person and do tremendous amounts of research beforehand. Buying a car is the second largest purchase most people will ever make and one most people don’t take lightly. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
Jun 20, 2023 • 26min
How to Make Content a Cornerstone of Your Customer Experience Strategy
Delivering quality content to customers builds trust and strengthens relationships. With the power of search engine optimization, content can be a powerful marketing tool to establish your company as a thought leader and develop credibility. According to Leslie Yazel, Editor and Head of Content for Buy Side from WSJ, people who come through search are looking for a particular product or answer and can turn into valuable customers. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
Jun 13, 2023 • 30min
Behind The Scenes Of JetBlue Travel's Contact Center Strategy
Most companies understand the importance of their frontline workers interacting with customers daily. But how many will build a customer experience strategy around them? At JetBlue Travel Products, the contact center is in the middle of everything the company does--literally and figuratively. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
Jun 6, 2023 • 29min
How the World’s Largest Beauty Brands Leverage Live Chat to Educate Customers
Imagine having an expert makeup artist available whenever you have a question. That's the reality for customers of some of the world's leading beauty brands, thanks to an innovative digital strategy that combines technology and the human touch. Salima Popatia is the Chief Digital Officer at Orveon Global, the company behind some of the world’s most recognizable beauty brands: Laura Mercier, Bare Minerals, and Buxom. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
May 30, 2023 • 33min
Celebrating National Customer Review Day With Reputation
Customers frequently read reviews from other customers, but how often do companies get involved? Customer reviews abound online but are often overlooked by brands. Liz Carter, CMO of experience management company Reputation, says customer reviews have incredible power. This episode is sponsored by Reputation. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
May 23, 2023 • 31min
The Case Against Quantitative Customer Experience Data
Most customer experience data strategies include two types of insights: qualitative and quantitative. Qualitative data tells the stories behind the customers, and quantitative data shares trackable metrics of customers’ actions and a brand’s performance. But according to Jim Kalbach, author of The Jobs To Be Done Playbook, modern CX teams have an over-reliance on quantitative data, which can distract from building strong customer relationships. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
May 16, 2023 • 33min
Support Employees’ Mental Health with Tips from TOMS Chief Impact Officer Amy Smith
Between stress from the pandemic and the economy, rude customers, and changing technology, many customer-facing employees are burnt out. Mental health is crucial to everyone’s well-being, especially frontline workers and contact center agents who face challenges and difficult conversations every day. Amy Smith, Chief Impact Officer at TOMS, says we need to talk about our mental health like we would talk about a broken arm, cold, or sprained ankle. This episode is sponsored by Thinkific. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
May 9, 2023 • 24min
Disrupt and Transform: IBM CMO/CCO Jonathan Adashek on How the Company Evolves
How does a company founded in 1911 stay relevant and a leader in the tech space today? Continual evolution and a willingness to disrupt. IBM has long been a leader in the technology industry because of its willingness to experiment and challenge the status quo. Chief Communications and Chief Marketing Officer Jonathan Adashek attributes that to staying on top of advancements and being willing to adapt and find creative solutions. This episode is sponsored by IBM. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
