The Modern Customer Podcast

Build-A-Bear Workshop is known for its unique and immersive in-store experience. As the name implies, customers get to build their own bear or fuzzy friend from start to finish, even filling it with stuffing, adding a heart, and giving it a name. That great experience doesn't happen by accident and isn't something the CEO takes for granted. Blake Morgan  is a customer experience futurist, keynote...

To people in the trenches every day, the impact a positive customer experience has on the bottom line is clear. But proving that business case to executives and other teams is a common challenge for CX teams.    Diane O'Hara, SVP of Customer Advocacy and Insights at CVS Health, represents the consumer at the table of a Fortune 4 company by collecting customer data, analyzing operational data, and...

Most customers don't come into the car buying process knowing exactly what they want. In fact, many customers find the experience overwhelming and nerve-wracking.   Easing those fears and delivering a personalized and convenient experience starts with knowing where customers are on their journey.   That's where detailed customer journey mapping comes in to help brands understand the unique needs o...

Cybersecurity and fraud have long been a part of the modern online experience. Every time a customer interacts or transacts with a brand online, they share sensitive data that has the potential to fall into the wrong hands. But the last few years have taken fraud to the next level, meaning that every company needs to prioritize protecting their customers. Blake Morgan  is a customer experience fut...

The customer of the future is here. Is your company ready? The last few years have caused consumers to re-evaluate their purpose and what they value in life. With new priorities, many customers are changing brands and thinking differently about their relationships with brands.  Customer experience is a decision everyone in your company needs to make every day. When you invest in making your custom...

If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer. But when a founder-CEO who has the vision leaves the company and passes it on to an accountant - that loss of vision can hurt the company. Ga...

There's no doubt that the future of retail is digital. And now, Saks is doubling down on that theory by spinning off its digital and e-commerce presence to create a separate entity from its physical stores. CMO Emily Essner says that the experience for customers hasn't changed, but spinning off the digital arm allows Saks to solidify its investment in the future of digital in an increasingly compl...

For years, the streaming wars dominated as more customers cut the cord on cable, new streaming services popped up to challenge Netflix, and an incredible amount of original content was produced.  But the days of streaming wars are over. Customers are overrun by so many streaming services when all they want to do is watch quality shows. Netflix subscribers have flattened in recent years, and Disney...

Customer experience professionals face countless balancing acts: do you focus on digital or in-person experiences? Employee experience or customer experience? Build out the contact center or move to self-service options? But perhaps the biggest question is this: Do you focus on long-term strategic vision or short-term customer service? Wendy Smith, author of BOTH/AND THINKING: Embracing Creative T...

In a competitive industry driven (quite literally) by robots, Cruise stands out because of its focus on humans. The autonomous vehicle arm of GM thrives where many others have fallen because of a singular focus on driving innovation for customers and saving lives. Chief Communications Officer Kristine Boyden says a deep commitment to the mission of changing a broken status quo keeps employees enga...

Tis the season to show gratitude. But do your customers feel your appreciation?  Customers can tell when brands are excited about their business. But on the other side, customers can also tell when they aren't valued or supported by a brand. Customers are your reason for being in business. They are central to your success, so show your gratitude. This holiday season, share your appreciation with c...

Every employee plays a role in customer experience, but they often follow the lead of the CEO. At Progressive Insurance, employees follow the customer-centric mindset of CEO Tricia Griffith, which has led to the company's stock quadrupling in the last four years. Although there are metrics to measure and processes in place, Tricia leads with her heart and isn't afraid to trust her gut. She puts pe...

What started as a college side hustle is now one of the world's most recognizable furniture companies, with nearly a billion dollars in sales. What's the reason for LoveSac's incredible success? Differentiating not just on innovation, but on customer experience. LoveSac founder and CEO Shawn Nelson isn't afraid to adapt and try new ideas to meet customers' changing demands. LoveSac originally grew...

In the competitive financial services industry, delivering convenient, customer-centric solutions can be a significant competitive advantage. And that's exactly the case for Discover, which ranked highest in customer satisfaction for a credit card mobile app and website by J.D. Power.   Shaida Lynch, SVP, eBusiness, says c reating a relationship-based digital experience is a win for customers and...

Gaining a customer is one thing. Keeping them is something else.  Chris Goossens, SVP of Customer Experience at FedEx Europe, says the key to success is not just to make a customer but to grow with the customer. But growing with customers and keeping up with increasing demand and challenges can be expensive. Many companies shy away from innovation because they see it as cost-prohibitive.  That doe...

AI affects every aspect of our lives, from romantic and personal relationships to finances, personal care, and employment. But AI and automation also provide incredible opportunities to take your CX efforts to the next level and lead a wave of new technology. Orly Lobel, author of The Equality Machine , says AI and automation can play a pivotal role in increasing equality and changing how people i...

When you think of companies that put customers first with innovative solutions and personalized service, the wireless industry probably isn't your first thought. But Mint Mobile is on a mission to change the traditional model and buck industry trends in the name of better service and innovation. Mint Mobile's core mission is to provide affordable wireless service to customers. And one of the main...

Today's customers demand personalized and convenient digital solutions. The challenge for brands comes when trying to provide a personalized digital experience at scale.   Bank of America is a leader in digital banking, largely because each of its 55 million digital clients has a unique and personalized experience.    Ashley Ross, SVP, Consumer and Small Business Client Care Executive, says having...

The traditional approach to banking is transactional. Customers need to make a deposit or move money, so they interact with their bank to get the job done. Once the transaction is complete, the relationship stalls until the next time customers need help. But in today's connected world—buoyed by the growth of fintech startups—customers are looking for brands to be strategic advisors. It's more abou...

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...

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....

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 sa...

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 t...

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....