The Modern Customer Podcast

Since 1987  the share on consumer spending  on live experiences and events relative to total U.S. consumer spending has increased 70%. Additionally 3 in 4 millennials would rather buy an experience than a product. All of that is good news for StubHub an online marketplace owned by  eBay , which provides services for buyers and sellers of tickets for sports, concerts, theater and other live enterta...

Can you imagine a bank that’s customer service agents create rapport with customers, so much so that they will learn intimate information about the customer and act on it? For example a customer service agent might talk with the customer about literature and then send them an actual book in the mail. This is not strange for ATB Financial, formerly known as Alberta Treasury Brand Financial—this ban...

It's counter-intuitive to most business practices to bring your customer in at the highest levels of the company to improve the company. However the members of the Chief Customer Officer Council are familiar with not only how to do this, but the many benefits of creating a seat for the customer right next to the other c-suite executives.  Curtis Bingham , Founder and Executive Director of the  Chi...

Not every company's Chief Customer Officer has the same scope. For example at DoubleDutch, Chief Customer Officer  Annie Tsai  manages both the customer service and sales teams. In this podcast Chief Customer Officer Annie Tsai talks about her secret sauce to leading customer engagement for such a fast growth company with a unique stakeholder audience. She's a great example of how to lead when you...

Your brand is no longer defined by one marketing message but rather the daily interactions customers have with the brand. Brands today realize in an effort to differentiate with customer experience they need to go above and beyond with service. You can't talk about customer service without talking about the technology that's driven customer service for the last thirty years. Namely, customer relat...

If you haven’t noticed GoDaddy has gone through a transformation in the last few years. GoDaddy leadership talk candidly about how their prior brand strategy generated a lot of attention but alienated a lot of their customers. GoDaddy realized most of its customers  were actually female small business owners . GoDaddy’s new CEO Blake Irving has worked hard to shift its strategy to “represent them...

Did you know that Chief Customer Officers are the human duct tape of the organization? Chief Customer Officers are one of the fastest growing roles within organizations today. The Chief Customer Officer reports to the CEO and is responsible for the end to end customer experience. While the Chief Customer Officer is a highly influential role within the company, you don't have to be a C-level office...

Why don’t more companies understand if they get the “right” things “right” with customer experience success will come? Making money is not the goal but it’s the result when the company keeps the customer in mind. All companies today are in a foot race. Unless the company is obsessively trying to make the customer happy, the company risks losing. My latest podcast guest is  Augie Ray , Director of...

Fragmented customer experiences have made it challenging for customer experience professionals looking to leverage big data. Have you ever bought a pair of shoes online and then it follows you for a few months? This is the challenge with personalization today. Personalization hasn’t delivered relevance and hasn’t given us a different approach. What’s supposed to be personalized is still mass marke...

  It has been said that women do not support each other in the workplace because they are competing for a few positions at the top. While this might all just be in women's heads, in reality in sports inequality happens every day. The Ironman championship is another venue where inequality happens every year.  There are an unequal number of opportunities for women and men in the Ironman championship...