The Modern Customer Podcast
Episodes
Inside Lyft's Customer-Focused Digital Transformation
03 May 2022
Contributed by Lukas
Since its creation, Lyft has been disruptive. It initially set out to eliminate the friction of getting a taxi. But over time, Lyft has grown into a...
Earth Month: Conservation Efforts Now Help Future Generations
26 Apr 2022
Contributed by Lukas
Customer experience isn't just about serving today's customers—it's about creating a culture and environment that can benefit future generations. ...
How To Improve Utility Company CX
19 Apr 2022
Contributed by Lukas
Among the industries known for low customer service and satisfaction is utility companies. For decades, utility companies have operated in heavily...
How To Put CX At The Center Of Your Business
12 Apr 2022
Contributed by Lukas
Success comes from making customer experience central to your business. And that requires streamlining the experience for both customers and employees...
Meeting Customers Where They Are: Lessons From The CEO of OhmConnect
05 Apr 2022
Contributed by Lukas
Energy costs and usage impact every homeowner, but most people don't think much about the process. They flip a switch, the light turns on, and they pa...
Turn An Idea Into A Customer-Centric Brand
29 Mar 2022
Contributed by Lukas
Margaret Wishingrad didn't grow up eating healthy foods. But as an adult, she developed healthy habits. She continued those habits when her first ch...
In-Person Experiential Marketing is Back
22 Mar 2022
Contributed by Lukas
After two years of creative digital marketing and virtual events, in-person experiential marketing is back. And it has the potential to revitalize and...
How Well Do Marketers Understand CX?
15 Mar 2022
Contributed by Lukas
As CX grows as an industry and continues to show its impact on the bottom line, more marketers are tasked with leading it. But how well do marketers r...
Improving CX Starts By Empowering Contact Center Agents
08 Mar 2022
Contributed by Lukas
What's the first step to offering the human element to service? Investing in your human employees. Contact centers play a crucial role in a custom...
Transparency Is the Foundation of CX
01 Mar 2022
Contributed by Lukas
Today, companies face countless challenges, including staffing shortages, inflation, supply chain troubles and other sorts of other pandemic-related i...
How Anthropologie Balances Customer Data and Creativity
22 Feb 2022
Contributed by Lukas
A solid customer experience strategy is based on customer data. But the strategy for clothing and home décor company Anthropologie also includes crea...
How Krispy Kreme Pivoted to a Digital Strategy
15 Feb 2022
Contributed by Lukas
Walking into a Krispy Kreme store hits all the senses—the smell of fresh donuts, watching the donuts come off the line, and the taste and feel of fr...
Goodbye NPS? Inside the New Metric for CX Success
08 Feb 2022
Contributed by Lukas
For decades, Net Promoter Score or NPS has been the gold standard for measuring the success of CX efforts. But its creator says the metric has been ...
The Chief Revenue Officer's Role in Shaping CX
01 Feb 2022
Contributed by Lukas
Effective customer experience strategies happen when C-level leaders drive change and create a customer-focused mindset. In most companies, this inclu...
3 Examples Of Instant Gratification In CX
25 Jan 2022
Contributed by Lukas
Today's customers don't want to wait. We're in a society where customers expect things right away. Sending an email and waiting days for a response ...
How To Create A Mobile, Social And Digital-First Strategy
18 Jan 2022
Contributed by Lukas
With changing customer trends and demands on top of global supply chain disruption and a pandemic, retailers have had to continually pivot over the la...
How to Embrace Customer-Centricity
11 Jan 2022
Contributed by Lukas
How do you create a customer-centric company, especially when your job is to help other companies be customer-centric? According to Pega President of ...
How To Stop Interrupting And Start Empowering Customers
04 Jan 2022
Contributed by Lukas
For decades, companies built brands by interrupting customers. It was the 30-second ads that interrupted a person's TV watching, the banner ad that in...
The Importance of Customer Identity Loyalty
28 Dec 2021
Contributed by Lukas
How do customers come to form a sense of who they are? Brands often focus on loyalty, but much of that loyalty was thrown out the window during the ...
How to Leverage Data to Improve Personalization
21 Dec 2021
Contributed by Lukas
Today's customers expect brands to remember their likes and dislikes, which means personalization is table stakes, especially in e-commerce. Deliver...
Using CX Metrics to Embrace and Improve Customer Pain
14 Dec 2021
Contributed by Lukas
Companies have two choices when it comes to customer pain: hide from it or embrace it. Nate Henderson, CEO of BILT, chooses to feel customer pain and ...
3 Ways Rothy's Turns Customers into Brand Advocates
07 Dec 2021
Contributed by Lukas
With its stylish and comfortable shoes and bags made out of recycled plastic water bottles, Rothy's bridges the gap between fashion and sustainability...
How To Successfully Use NPS
30 Nov 2021
Contributed by Lukas
Net Promoter Score, or NPS, is one of the most widely used customer experience metrics across all industries. But according to its creator, Fred Reich...
Conversational AI is the Future of CX
23 Nov 2021
Contributed by Lukas
Every day, we text to communicate and quickly share news and questions with our family and friends. Why can't contacting a brand be that simple? T...
How To Deliver B2B CX In a Post-COVID World
16 Nov 2021
Contributed by Lukas
Customer expectations have changed over the past 18 months of a pandemic, leaving brands with the challenge of pivoting and adapting not only to a new...
3 Steps to Practice Long-Term Thinking
09 Nov 2021
Contributed by Lukas
The last nearly two years have been dominated by short-term thinking. With the pandemic and world changing so rapidly, most companies had to abandon l...
What Modern Customers Want In a Real Estate Experience
02 Nov 2021
Contributed by Lukas
To say the real estate market in 2021 is a wild ride would be an understatement. Anyone who has looked at buying or selling a home recently can unde...
How to Implement AI Marketing in 5 Steps
26 Oct 2021
Contributed by Lukas
The future of marketing is artificial intelligence. But marketers are often faced with technical jargon and code instead of tactical ways to improve...
How To Be A Better Leader for Customers and Employees
19 Oct 2021
Contributed by Lukas
Like nearly everything else in the world, leadership has changed dramatically over the last 18 months. Leaders are now faced with a new set of priorit...
How David's Bridal Launched A Successful Loyalty Program During A Pandemic
12 Oct 2021
Contributed by Lukas
Most people don't associate bridal stores with loyalty programs. Especially in the middle of a global pandemic when most weddings were postponed or ...
How David's Bridal Used Digital Transformation To Update Its CX (Part 1)
05 Oct 2021
Contributed by Lukas
Undergoing a digital transformation is challenging enough, let alone in the wedding industry during a global pandemic. When Jim Marcum became CEO of...
3 Ways Customer Preferences Are Evolving In Banking
28 Sep 2021
Contributed by Lukas
Banking used to be a completely people-oriented business. Customers chose the bank that was closest to their neighborhood and went inside to interact ...
How To Create Remarkable Experiences Customers Want To Share
21 Sep 2021
Contributed by Lukas
When it comes to marketing, word of mouth is considered the Holy Grail. There's nothing better for companies than customers sharing experiences and ta...
COVID Customers Are Counting On You—Are You Rising To The Occasion?
14 Sep 2021
Contributed by Lukas
It's been a long 18 months of pandemic life, and customers are feeling the stress and fatigue of constant uncertainty and chaos. They are yearning for...
The One Thing Every Contact Center Bot Needs
07 Sep 2021
Contributed by Lukas
If you ask customers if they want to talk to a bot, most people would likely say no. For years, bots have gotten a bad rap for their nonsensical answe...
How To Engage Customers In An Uncertain World
31 Aug 2021
Contributed by Lukas
The past 18 months have brought unthinkable tragedies and uncertainty to the entire world and changed how most people live, work and interact with com...
6 Steps To Build Returning Customers
24 Aug 2021
Contributed by Lukas
Growing a business is all about gaining customers and getting sales. And far easier and less expensive than attracting new customers is turning existi...
How To Deliver Effective Hyper-Personalized Experiences
17 Aug 2021
Contributed by Lukas
It's no secret that modern customers crave personalization. Efforts to tailor experiences to customers' needs are foundational to a strong CX strategy...
How Better Health Helps Customers Do Hard Things Easily
10 Aug 2021
Contributed by Lukas
The goal of every company should be to make their customers' lives easier, even if it makes their work harder. But that becomes even more important ...
COVID Taught Us The Importance Of Community
03 Aug 2021
Contributed by Lukas
Of the things that were lost because of the COVID pandemic, one of the most impactful was the loss of community. Instead of interacting in person an...
How To Create Honest Experiences For Women
27 Jul 2021
Contributed by Lukas
Women are powerful influencers and consumers, but they are often forgotten or overlooked by brands. Even though women control the majority of househ...
The Importance Of Performing A CX Audit
20 Jul 2021
Contributed by Lukas
In many companies, the customer experience happens by accident without much strategic thought. But a truly customer-centric culture and experience r...
The Rise Of Chief Experience Officers
13 Jul 2021
Contributed by Lukas
Over the last few years, more and more companies have created Chief Experience Officer positions, elevating the customer experience to the C-Suite. On...
How To Simplify Digital Transformation
06 Jul 2021
Contributed by Lukas
Even with innovations to medicines and treatments, how the pharmaceutical industry interacts with patients and customers has largely stayed the same f...
Customer Experience Starts With Company Culture
29 Jun 2021
Contributed by Lukas
When it comes to creating experiences customers remember, employees are your first line of defense. According to Doug Woodard, CCXO of SimpliSafe, c...
Why Master Data Management Matters
22 Jun 2021
Contributed by Lukas
How long has a customer been with the company? Who lives in their household? What future products and services might they enjoy? The answers to all of...
The Biggest Mistake Companies Make In Digital Transformation
15 Jun 2021
Contributed by Lukas
COVID highlighted the need for every company to be digital. But many companies face challenges when undergoing a digital transformation. According t...
The Future of Customer Service Is Conversational
08 Jun 2021
Contributed by Lukas
10 years ago, people used to email, call, or text their friends and family. Today, the vast majority of conversation happens via messengers. Busines...
3 Crucial CX Metrics
01 Jun 2021
Contributed by Lukas
The wireless industry may be the most competitive in the world. To attract more customers, companies are constantly working to improve their services....
How Kate Johnson Leads Change At Microsoft
25 May 2021
Contributed by Lukas
When Kate Johnson became president of Microsoft US four years ago, the stock price was at $44. Today, it's around $260. What's the reason for the im...
An Economist On Why Price Gouging Regulation Actually Caused More COVID Cases And Deaths
18 May 2021
Contributed by Lukas
At the height of the COVID pandemic in spring 2020, toilet paper and hand sanitizer were the hottest items on store shelves. The search for these esse...
How the Former Impossible Foods Brand Lead Created A Plant-Based Drink Brand
11 May 2021
Contributed by Lukas
Of all the industries to break into, the beverage space is among the most difficult. The hyper-competitive market and domination from big brands make ...
How To Meet Customers Where They Are With Knowledge Management
04 May 2021
Contributed by Lukas
It's something all customers have faced: they have a problem or question, but the only way to resolve it is to wait on hold with the contact center or...
CMO Lessons From Bruno Mars' Brand SelvaRey Rum
27 Apr 2021
Contributed by Lukas
In a sea of celebrity brands, how can a company stand out and attract customers? It comes down to being passionate, innovative and empathetic. Man...
The State Of The Economy In 2021
20 Apr 2021
Contributed by Lukas
Saying 2020 was a rocky year may be the ultimate understatement. But after the turmoil and uncertainty, customers, brands and investors want to know w...
How To Be A B2B Marketer In A Pandemic
13 Apr 2021
Contributed by Lukas
Technology doesn't stop during a pandemic. Because of that, VMware needs to stay connected to customers and showcase its multi-cloud technology. B...
How To Build A Loyalty Program In A Post-COVID World
06 Apr 2021
Contributed by Lukas
Loyalty programs are an important part of many brands' customer engagement strategies, but yesterday's loyalty programs won't necessarily be successfu...
How Birchbox Meets Customers Where They Are
30 Mar 2021
Contributed by Lukas
The beauty world is full of customers who love to experiment with new products, watch makeup tutorials and spend time finding the best items. But wh...
How Urban Air Pivoted To Thrive During COVID
23 Mar 2021
Contributed by Lukas
Running the largest adventure park company in the country comes with challenges—especially during a global pandemic. There's no playbook for this ty...
How To Be An Effective Virtual Communicator
16 Mar 2021
Contributed by Lukas
A year ago, most of us were speaking in meetings full of team members or giving presentations to rooms full of people. But those faces have now chan...
How One Mom Created An Organization To Help New Moms
09 Mar 2021
Contributed by Lukas
Just weeks after Sarah Steinhardt had her first baby, she had to make a quick run to the store to get more diapers. On a New York City street corner, ...
Branding In The Era Of Racial Justice
02 Mar 2021
Contributed by Lukas
2020 changed the world in many ways, including a renewed push for racial justice and equality in the United States. That demand must now be echoed in ...
An Innovative Approach To The Future Of Returns
23 Feb 2021
Contributed by Lukas
It's a common experience for online shoppers: an item arrives in the mail, either doesn't fit or is no longer needed and now must be returned. But t...
Why Search Matters To E-Commerce Now More Than Ever
16 Feb 2021
Contributed by Lukas
E-commerce has seen tremendous growth during the COVID-19 pandemic. But with so many customers going online, it's never been more important for bran...
Behind The Scenes Of The Early Days Of Amazon
09 Feb 2021
Contributed by Lukas
Before Amazon became one of the world's largest retailers, it was simply an online bookstore shipping items within the U.S. But even in its early da...
What Modern Customers Want In Light Of COVID
02 Feb 2021
Contributed by Lukas
Nearly a year into the global pandemic, what modern customers are looking for in the brands they interact with has permanently changed. At the top o...
6 Ways To Break Free From Boring Meetings
26 Jan 2021
Contributed by Lukas
Everyone who has sat through an irrelevant or bloated meeting knows the pain it can cause. Meetings that are too long, have too many people or wander ...
What Does Customer Loyalty Mean In 2021?
19 Jan 2021
Contributed by Lukas
It seems nearly every company today has a loyalty program, but the meaning of loyalty itself is often still a mystery. Customer loyalty in 2021 look...
How Bank Of America Pivoted To Serve Contactless Customers
12 Jan 2021
Contributed by Lukas
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 ...
How To Modernize Customer Interactions For The Smartphone Era
05 Jan 2021
Contributed by Lukas
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 spend...
Blake's 5% Rule For New Year's Resolutions
29 Dec 2020
Contributed by Lukas
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...
Shep Hyken's Prediction For 2021
22 Dec 2020
Contributed by Lukas
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 c...
Blake's Top 5 Customer Experience Predictions For 2021
15 Dec 2020
Contributed by Lukas
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 pr...
7 Trends Shaping CX In 2021
08 Dec 2020
Contributed by Lukas
After a wild 2020, many companies are looking forward to 2021 and hoping to proactively engage with customers instead of reactively building or changi...
How The Pet Industry Adapted During COVID
01 Dec 2020
Contributed by Lukas
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 famil...
4 CX Takeaways From 2020
24 Nov 2020
Contributed by Lukas
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 rol...
How Belvedere Vodka Shares Its Story Through CX
17 Nov 2020
Contributed by Lukas
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 h...
5 Tips To Create The Perfect Customer Survey
10 Nov 2020
Contributed by Lukas
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 Sur...
How Shake Shack Grows Its Brand Through CX
03 Nov 2020
Contributed by Lukas
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 ...
What Marketers Really Need To Know About Gen Z
27 Oct 2020
Contributed by Lukas
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 al...
How Digital Transformation Is Helping Create A COVID Vaccine
20 Oct 2020
Contributed by Lukas
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 typical...
How Companies Can Involve Customers In The Fight Against Carbon Emissions
14 Oct 2020
Contributed by Lukas
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 emis...
How Retailers Can Build Trust In A Post-COVID World
07 Oct 2020
Contributed by Lukas
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 ar...
Six Ways To Support Employees During COVID-19
29 Sep 2020
Contributed by Lukas
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...
How To Create Customer-Centric B2B Experiences
22 Sep 2020
Contributed by Lukas
The B2B space is often an overlooked area for customer experience. But customer-centric experiences are crucial in the B2B world and come from listeni...
3 Ways Companies Can Stay Human During A Crisis
15 Sep 2020
Contributed by Lukas
No one could have ever predicted what would happen in 2020. Aside from the pandemic and its impact on the global economy, unemployment, remote learnin...
How To Stay Innovative In A COVID-19 World
08 Sep 2020
Contributed by Lukas
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 busines...
How Workday Stays Customer-Centric During COVID-19
01 Sep 2020
Contributed by Lukas
The COVID-19 pandemic rocked companies and customers around the world. As businesses struggled to survive, many put focusing on their customers on the...
Party City's COVID-19 Pivot Brings In A New Era
25 Aug 2020
Contributed by Lukas
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...
3 Pillars Of Customer-Centric Healthcare
18 Aug 2020
Contributed by Lukas
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...
How To Master Customer Experience Leadership
11 Aug 2020
Contributed by Lukas
A customer focus and strong customer experience starts from the top. In order for companies to be totally customer-centric, they must have strong lead...
The Secret To Creating A Great Virtual Event
04 Aug 2020
Contributed by Lukas
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 co...
How To Use Data To Create Personalized And Scalable Experiences
28 Jul 2020
Contributed by Lukas
With a wealth of customer data available, companies have more opportunities than ever before to deliver personalized customer experiences. But creatin...
How To Overcome The Two Big Challenges SMBs Face As They Reopen
21 Jul 2020
Contributed by Lukas
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 drast...
Pinterest and the Future of Shoppable Content
14 Jul 2020
Contributed by Lukas
People browse Pinterest for inspiration on recipes, fashion, home décor, health and wellness, travel and much more. But in the future, that browsing ...
3 Digital Improvements All Utility Companies Must Make
06 Jul 2020
Contributed by Lukas
In an age where most consumers interact with companies through websites, apps and other digital channels, the utility industry is constantly lagging b...
Why Employee Mental Health Matters And What You Can Do About It
29 Jun 2020
Contributed by Lukas
In the uncertainty of the COVID-19 pandemic, most people are now balancing numerous responsibilities: working from home, keeping their kids entertaine...
How To Overcome The Biggest Mistake Women Make In Business
23 Jun 2020
Contributed by Lukas
Women like Beyoncé command attention, both on stage and in the boardroom. But channeling your inner Beyoncé starts by avoiding a common and costly m...
How To Use Sales Funnels To Build Customer Experience With Russell Brunson
15 Jun 2020
Contributed by Lukas
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 ...
How To Create Agile Customer-Centric Teams
09 Jun 2020
Contributed by Lukas
Building a better experience for customers often starts internally by creating a customer-centric culture and strong teams. And for many successful co...