The Modern Customer Podcast

A company as large as Choice Hotels, with more than 7,000 locations worldwide, is bound to have a huge amount of data. But how do you ensure data is used to improve and bolster the customer experience?

Noha Abdalla, Chief Marketing Officer at Choice Hotels International, Inc, says data is the cornerstone of the brand's customer experience. Choice Hotels is recognized for knowing its customers incredibly well and providing a consistent guest experience, which comes from having reliable data.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

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.

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.

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.

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.

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.

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.

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.

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.

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.