This channel features talks, reels and videos on customer experience, customer engagement, digital transformation, customer-centric leadership, marketing and more. Make sure to subscribe!
Blake Morgan: Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist 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. Blake has taught courses at Columbia University, Rutgers Executive MBA program and UC San Diego. She is an instructor for LinkedIn Learning.
Blake is the host of The Modern Customer Podcast. She lives in the Los Angeles Area with her husband, their two children and two dogs.
Its so crazy to me that one of the leading marketing directors for one of the largest beauty co's has an interview and so little people watch it. Not a dig at you at all. Real value is hiding in plain sight for people who look
The rise of AI, intended to aid us in our work, has resulted in chatbots that are beyond useless for customer support, reducing jobs in customer support industry, and greatly reducing the quality of support received. By the time you can talk to a human about your issue, you are already beyond frustrated
Advantages of digital advertising Targeted: Reach specific audiences with tailored ads. Measurable: Track and measure ad performance with detailed data and analytics. Cost-effective: Potentially lower cost-per-acquisition compared to traditional advertising methods. Wide reach: Expand your brand's reach to a global audience. Disadvantages of digital advertising Ad avoidance: Users can block or skip ads using ad blockers or extensions. Ad fatigue: Overexposure to ads can lead to consumer desensitization and reduced engagement. Lack of trust: Concerns about data privacy, security, and potential scams can hinder ad effectiveness.
This has nothing to do with Covid. When I was a kid I could literally call any company from the internet to Xbox to Home Depot and I could talk to someone about trouble shooting. Big tech is ruining society because they know we have no option. If they ALL forgo customer service and don’t even provide a phone number what options do we have? A chat bot?
Words are powerful! Love this Blake! We highlight our goal as an interaction vs. transaction. Also- we aren't "order takers" we are advocates, ambassadors, and experience creators! Yes! 🎉
@@BlakeMichelleMorgan you’re welcome ☺️ Thank you for your kind response, Blake!! Not yet! Are you still enjoying yours (I forget if you had one now or not 😅)? Hot pots are awesome though! 🍲 🤩 👏 🤤
Maybe I’m misunderstanding you? You called Apple support, they said you have to call AIG. AIG is the correct avenue, and told you to wait. I agree that waiting sucks but you were directed once However, instead of waiting 5 days, you went to an Apple retail store(?) who obviously told you that they can’t see any of your insurance info (They just sell devices) so call AppleCare, who told you for the second time that only AIG (your loss & theft insurance provider) has the info…who told you that you had to wait. It seems like you went around in circles because you “said no, no, no, no” when they told you to wait 5 days! I agree it sucks and I’m not hating because I get that it’s frustrating, but AIG did not tell you to go to the store lol you just didn’t accept what they said.
She is spot on about not being comfortable walking inside the luxury store and browsing around. Unfortunately, I still felt uncomfortable shopping at CG last time just like in any other luxury store, so not sure they were able to fix that. They need to learn from luxury car manufacturers. Here is how it went, maybe CG can take note: - hey I am not going to buy anything (said this and looked like a customer who will not buy). - absolutely no worries, let's have a test drive and I will tell you everything that makes this car best in class. This brand is now in my head 24/7, I tell about this experience to everyone, and left a positive review.
Oprah isn't who she used to be :( You are way better than that Amanda... do some research on her, she has changed and signed up for some really sordid things... (Eps#ein Island and more...)
I think an excellent point that you bring up, albeit indirectly, is that the greatest challenge to effective personalization is company culture rather than the technology.
Are the bathrooms transparent with no privacy? It seems that so many resorts have the open bathroom design. I am looking for a resort that provides privacy in the bathrooms, if you know one please recommend.
@@BlakeMichelleMorgan I'm a huge advocate of small businesses. Have you done an episode on small business engagement? Shopping trends with small businesses? How consumers can help the brands grow?
“If you do right by your employees, if you make sure they’re focused on the customer’s problem, you’re going to do fine from a business perspective. You’re going to operate VERY differently than if you’re very worried about getting that short term boost in revenue.” What a powerful (and sadly rare) statement from a senior executive!
I work in Corporate and I am like Amanda said “the exception to the rule”. I don’t feel oppressed or repressed at work. I bring my happiness and confidence to work and I have great relationships and financial rewards there.
The problem with you is you still talking about covid .. customers service is bad because people don't care, lack of social life , stress, and lack of training
Blake--love the prep you did for this episode. You can tell it in the questions you crafted, which were wonderful. Bravo! I only wish you paused to dig deeper on some of his responses instead of jumping to the next question. Something like "Tell me more about what you just said" or something along those lines. If you watch it back you'll see his reaction after you ask him a new question when he finishes answering. I felt like he had a few moments of vulnerability where he was hoping you'd build upon what he had said or explore it further. Hope this is helpful!
Simply Wonderful. Thank you so much for this Blake. "Find the people you love and pursue your relationship with them with creativity and intent. Forever" that one's going on my wall
This is a great podcast with Kaaren... I love how she described the Quad almost like a butterfly effect for digital CX. I work in digital CX for a large telecom and this was very helpful.
