The Modern Customer Podcast – Détails, épisodes et analyse

This week on The Modern Customer Podcast, Hugh Blane, leadership coach and author of Lead Boldly: How to Coach Others to Greatness, reveals management strategies to unlocking your team’s potential.

From mastering mindset to improving customer experience, Hugh shares actionable advice on leading with purpose and navigating the complexities of professional relationships. Don’t miss this episode filled with powerful strategies for coaching your team to greatness.

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

This week on The Modern Customer podcast, Lupine Skelly, retail research leader at Deloitte, shares insights about retail and the current back-to-school shopping trends.

With over 15 years of experience in retail market research, Lupine also touches on the evolving roles of digital and in-store experiences, the importance of building trust, and the rising significance of loyalty programs.

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

This week on The Modern Customer podcast, we're joined by Joseph Michelli, author, influencer, speaker, and consultant with over 25 years of experience. He'll share insights from his work with iconic brands like Mercedes and Starbucks, revealing the strategies behind launching and maintaining thriving customer experience programs.

Joseph emphasizes the significance of emotional connection in customer interactions, securing C-level buy-in for impactful customer experience initiatives, identifying essential metrics for tracking CX success, and advocating for a balance between cutting-edge technology and the human touch.

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

Every business, regardless of industry, location, or size, depends on communication to create a fantastic customer experience. You can’t build relationships, get feedback, understand customers, or share information without being a great communicator. But there’s a difference between communication that is brand-focused and communication that is customer-focused. 

Online marketing expert and author Amy Porterfield helps entrepreneurs and companies of all sizes create clear, customer-focused communication. No matter if you’re getting a business off the ground or working with a beloved brand, communicating clearly is crucial.

The ultimate goal of customer experience is always to make customers’ lives easier and better.

Or, in the words of Getaway Chief Experience Officer Carlos Becil, to give them everything they need and nothing they don’t.

The goal of customer experience is always to make customers’ lives easier and better. And a huge part of achieving that goal is solving problems for your customers and their communities.

But taking a stance and getting involved in the community to solve problems is challenging for some brands. Kofi Amoo-Gottfried, DoorDash’s first-ever CMO, says the key is to find what is authentic to your brand. You can’t speak out on everything happening in the world, but you can get involved with issues that impact your customers and business. 

When The Halal Guys started as a New York City food cart in 1990, technology was the furthest thing from the founders’ minds. Today, the growing and thriving restaurant is rapidly expanding, thanks largely to a customer-focused digital approach to dining.

Customers will always seek out great food, but they increasingly want a digital dining experience. Chief Development Officer Margaret Carrera says being open to evolving with new technology demands has allowed The Halal Guys to innovate and offer new digital capabilities. Technology has the power to enhance how people experience the food, from ordering to the in-restaurant dining and delivery experiences.

Employee experience and customer experience are clearly linked—especially on a large scale at the world’s largest employer. 

According to Donna Morris, Chief People Officer at Walmart, if employees don’t have a great experience, it’s difficult for people who don’t get a paycheck to have a great experience.

A great customer experience starts with a great employee experience, and the line between the two is increasingly blurring. After all, employees are customers of the brand. And with more than 2 million global associates, Walmart’s employees have an incredible impact on the brand and the customer experience.

How do you move an iconic brand towards the future?

That was the question Harry Overly, President and CEO of Sun-Maid, faced when he took over the company in 2017. The brand had vast stores of emotional equity, not to mention the familiarity and fondness for its iconic red raisin boxes. But it didn’t have a coordinated consumer marketing strategy and had missed an entire generation of consumers. Overly relied on data and customer feedback to bring the brand to the present.

Creating A Customer-Centric Utility Company

Utility companies aren’t typically known for their customer-centricity. 

But Kevin Walker, CEO of Duquesne Light in Pittsburgh, is transforming the industry by making customers a central focus.

Walker admits that the system used to be a one-way flow from facilities to customers. Until recently, most utility companies referred to their customers as “meters” or inanimate objects instead of focusing on them as humans.

But customers are more involved in their utilities than before, and an increasing number of companies like Duquesne Light are transforming to provide personalized, digital service.

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.