show episodes
 
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 an ...
 
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show series
 
For many people, the days of going to the bank to make a deposit or cash a check are gone forever. Like in many industries, the Covid-19 pandemic has led to a major shift away from in-person banking interactions towards digital services. The challenge now becomes how to pivot to best serve contactless customers. According to Holly O’Neill, Chief Cl…
 
It’s a common situation for customers: spending time on a company’s app or website and then having to call customer service for help. Even after spending time searching online, the customer still has to wait on hold, log in or prove their identity and then re-explain the situation and wait to get connected to the right person. In recent years, many…
 
It’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 …
 
What’s the word of the year for customer service? According to business and CX expert Shep Hyken, it’s empathy. Hyken has years of experience in customer service and is a popular speaker and author. Like all of us, he saw the dramatic challenges businesses faced in 2020 and the pivots they had to make. Businesses and customers are adjusting to thei…
 
Amas and Bob are back together to discuss the most difficult job in any company and why: They illustrate what life in a call center looks like One uncomfortable challenge for male supervisors How socioeconomic factors impact call centers A direct message for call center executives And much more! Learn more about Amas Tenumah Learn more about Bob Fu…
 
Every year, I make predictions for what’s to come in the world of customer experience. After doing this for seven years, I’ve gotten pretty good at predicting trends that really do end up influencing businesses and customers. But in 2020, no one could have predicted the COVID-19 pandemic. It’s been a tough year. Between the pandemic, shutdowns and …
 
After a wild 2020, many companies are looking forward to 2021 and hoping to proactively engage with customers instead of reactively building or changing programs and services. But just because 2021 is a new year doesn’t mean 2020 is gone and forgotten. The global pandemic and unrest of the year will stick with customers for the long term and greatl…
 
Tune in to hear a great conversation with Amas and Luke Anderson as they discuss the following: What exactly is "Customer Experience"? Is the chief customer officer a real role? What are companies actually doing to improve 'Customer Experience'? Can technology really help the experience of the customer? How can technology help service employees? An…
 
Amas and Bob have engaging conversation about communities. Here are a few topics you will hear about: Should communities be a tool in your self service toolbox? Hear how a few companies have made communities work for them How do I migrate people into your community from the social network built communities? If you want to know how to get the most o…
 
2020 has been a strange year. Many people coped with the loneliness and uncertainty of lockdowns and quarantines by adding a furry friend to the family. Pet ownership is way up because of the pandemic and has caused the pet industry to pivot and adapt. As the number of customers has greatly increased, the pet industry has also had to deal with pand…
 
The discussion on chatbots continues this week. After a quick recap, you will learn more about: The difference between a chatbot and an expanded knowledgebase What makes a good chatbot? Is your chatbot authenticated? Just like a human, a chatbot has its limits, plan handoffs And so much more. Learn more about Amas Tenumah Learn more about Bob Furni…
 
What has been the biggest shift in customer experience in recent years? It’s not the COVID-19 pandemic, though that has certainly played a large role. According to NICE inContact CEO Paul Jarman, the biggest change has been the democratization of opinion. Customers have more of a voice than ever before, which has forced companies to focus on experi…
 
In this episode Amas and Bob discuss the following: Are chatbots delivering what they promised? Chatbots don't work well without one thing and Bob tells you exactly what that is. You will hear key tips to designing more effective chatbots. Just like pets and kids, chatbots need care and feeding. Should you be transparent about using a chatbot or mo…
 
How do you create an experience around an all-natural vodka that shows its history and sustainability? Learn to tell a good story. Belvedere Vodka has long been known for its great quality and super-premium product, but only recently has the company began to focus on its historic roots and sustainable efforts. Sharing the story adds to the experien…
 
The backbone of a strong customer experience is feedback. And it’s never been more important than it is now. According to Tom Hale, president of SurveyMonkey, digital surveys and feedback have seen tremendous growth during the COVID-19 pandemic. With companies forced into new ways of doing business and interacting with their customers, feedback has…
 
If you’ve been to one of Shake Shack’s 300-plus locations around the world, chances are you’ve had to wait in line. The restaurant draws a crowd with its fresh ingredients and elevated take on fast food. The entire brand is built around great food and great service, and it’s a hit with customers. Shake Shack stands out because of its fine dining-in…
 
For years, experts have talked about millennials and looked towards the future of Generation Z, the generation to follow. But Gen Z is now here and already having a massive impact, both as employees and as consumers. Marketers need to understand Gen Z to realize its full impact and to separate the truth from long held myths. Generational researcher…
 
Amas and Bob continue the discussion about social media channels and take a deeper look at operationalizing social media care. They discuss: Whether or not you should have to be on every social media channel your customers are on? TikTok for Service? Your organization voice on social media How important is a channel transition plan? Measuring succe…
 
In the midst of a global pandemic, pharmaceutical companies around the world are rushing to develop a vaccine to COVID-19. In an industry that typically takes years to create, test and market new drugs, the incredible time crunch for the COVID vaccine is pushing companies to their limits. But it’s not just pharmaceutical companies that are in the r…
 
Amas and Bob enjoy answering a question from an Omaha listener: Do you have to be everywhere you customers are? Which channels would work best for you? One of the most popular social media channels doesn't have service options yet, do you know which one? They will discuss the trend of over investing in social media at the cost of other channels The…
 
Most companies and consumers know they should fight against climate change and want to make a difference, they just don’t know how. With carbon emissions increasing across the globe, it can feel overwhelming to make a difference. Companies don’t know how to start or even if their efforts will pay off and actually have an impact. Austin Whitman is f…
 
After months of quarantine and isolation, consumers are slowly starting to adjust to a new life with COVID-19. As stores reopen and re-adjust, they are faced with customers who are drastically different than they were just six month ago. According to Walter Robb, former co-CEO of Whole Foods, in order to transition and move forward, stores must re-…
 
How did the idea of shipping cookies start for Nom? How can you use gifts to break through the noise in our digital world? How can you use gifting in a service recovery environment? She shares her goldfish moment - it is a delightful Christmas story. Chelsea is cofounder of Nom - https://www.getnoms.com/assortments https://www.linkedin.com/in/chels…
 
What do you do when everything about how you run a business goes out the window? Software company Red Hat is regularly recognized as one of the best places to work, in part because of its strong community and culture. But when the COVID-19 pandemic forced employees around the world to work from home, the company had to find new ways to support its …
 
The Curated Experience Podcast hosts Joseph Maxwell of Parlance, for episode #79 Why is the phone automated system and IVRs so universally hated Why speech recognition alone doesn't get the job done Building a phone system that works for elderly patients 35% of callers gets transferred, they don’t like it, and it can be prevented You can improve th…
 
The power of very simple changes to your language to the customer experience How do you use words to remove customer friction in service In service recovery - How to Say Sorry less, apologize more What are the steps in actually getting forgiveness when your brands screw up How do you use words to reduce turnover Where do you start? Contact Krister …
 
The B2B space is often an overlooked area for customer experience. But customer-centric experiences are crucial in the B2B world and come from listening to customers and continually evolving. When Kristi Langdon joined Daimler Trucks, she saw the company was incredibly product-focused, but not very customer-focused. The company was successful becau…
 
No one could have ever predicted what would happen in 2020. Aside from the pandemic and its impact on the global economy, unemployment, remote learning and a host of other issues, there are also widespread cries to end systemic racism, fires and natural disasters and a tumultuous presidential election. It’s more than anyone could ever have imagined…
 
The COVID-19 pandemic may have upended nearly everything about how we live and work, but it hasn’t stopped innovation. While many people and businesses are struggling to stay afloat and work through their day-to-day issues, Lisa Bodell, founder and CEO of FutureThink, says there’s never been a better time to be innovative. She views COVID-19 as the…
 
The COVID-19 pandemic rocked companies and customers around the world. As businesses struggled to survive, many put focusing on their customers on the backburner. But that’s not the case for Workday. The software company is regularly ranked one of the best companies in the world for its customer service and boasts an impressive 97% customer satisfa…
 
What do you do when your entire business is built around parties and celebrations, but people can’t actually get together? That’s the question faced by Party City during the COVID-19 pandemic. But instead of slowing down as social distancing severely limits gatherings, Party City is taking the opportunity to pivot and introduce new services to cust…
 
For decades, healthcare has had a reputation of being bureaucratic and difficult to work with. Customers expect to have to jump through hoops and wade through confusion to find answers to simple questions or manage their care. But the future of healthcare is anything but difficult—it puts customers first to create convenient, proactive and personal…
 
A customer focus and strong customer experience starts from the top. In order for companies to be totally customer-centric, they must have strong leaders. However, we’re facing a leadership crisis today where most leaders don’t know how to lead. Jacob Morgan (who just happens to be my husband) is a best-selling author and expert on leadership and t…
 
The CFO and the C suite are humans with their own needs Your communication must be tailored to what they care about Focus on their metrics, and their outcomes Stop assuming everyone cares about happy customers as an end to itself. You need political Capital Start by executing on small changes in your purview Bank the capital from small wins Spend t…
 
For most people around the world, the excitement of attending an in-person event has been replaced by sitting in front of a computer screen. As the coronavirus pandemic cancels in-person events of all sizes around the world, more companies than ever before are taking their events online. But staring at a screen isn’t nearly as engaging as seeing so…
 
Bob & I discuss why training for front line leaders are so important What you can do to educate yourself continually as a supervisor? This course is for current and future contact center leaders What is included in my Contact center Management course Who should take it and some high praise The contact center management course is available for purch…
 
Everyone claims they want to provide a great customer experience and then their actions don't match their words We have a bias in our CX Strategy that get sin the way of seeing the entire customer Journey from the customer POV We hire people then brainwash them into thinking they now work for the greatest company on earth with the greatest products…
 
With a wealth of customer data available, companies have more opportunities than ever before to deliver personalized customer experiences. But creating a unique experience for each person can take valuable time and resources. Successful companies leverage data to balance personalized experiences with scalable interactions that appeal to everyone. B…
 
After months of stay-at-home orders and closed doors, small businesses across the globe are starting to reopen. But the world they face today is drastically different from the one they were operating in just a few months ago. To succeed in this new world, small and mid-sized businesses need strong resources and support systems. According to Kim Dix…
 
People browse Pinterest for inspiration on recipes, fashion, home décor, health and wellness, travel and much more. But in the future, that browsing could easily turn into shopping. Pinterest is leading the charge for smooth, shoppable content—the future of retail and customer experience. According to Dutta Satadip, Chief Customer Officer at Pinter…
 
In an age where most consumers interact with companies through websites, apps and other digital channels, the utility industry is constantly lagging behind. A recent report from JD Power found that customer digital satisfaction in the utility industry is substantially lower than other industries. As companies in nearly every other industry, even no…
 
In the uncertainty of the COVID-19 pandemic, most people are now balancing numerous responsibilities: working from home, keeping their kids entertained, stressing about staying healthy, checking in on elderly family members, trying to take care of themselves—the list goes on and on. These responsibilities can weigh on people and lead to mental heal…
 
Women like Beyoncé command attention, both on stage and in the boardroom. But channeling your inner Beyoncé starts by avoiding a common and costly mistake most women make in business. Trust the woman who served as the personal attorney for many famous musicians, including Beyoncé and Jay-Z. Jennifer Justice, better known as JJ, spent years as a mus…
 
It's no secret in a post-COVID world, much of the shopping is happening online. That said, the internet is a great opportunity for brands, but it can also be overwhelming for customers. Not all websites and online customer experiences are created equally. One of the best aspects of an online experience for customers and brands are sales funnels. Ac…
 
Is the stereotype of contact center true? Did you watch the show about the call center called Outsourced The characteristics of a bad contact center environment in one word is surveillance If you do not trust your employees you are doing it wrong Contact centers create too many rules for the exceptions not the rule. Are your rules for the employees…
 
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