A Customer-Centric Culture Starts With Customer-Focused Leadership - Blake Morgan

SIMPLE brand With Matt Lyles

English - July 10, 2024 09:00 - 38 minutes - 26.6 MB
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Previous Episode: How to Create a Ridiculously Easy Customer Experience - David Arvin

In this week’s episode of the SIMPLE brand podcast, I talk with Blake Morgan.

Blake is known as the “Queen of CX.” She is a customer experience futurist and one of the top keynote speakers in the world. She’s the host of The Modern Customer Podcast and the author of three books, including her latest, The 8 Laws of Customer-Focused Leadership: New Rules for Building a Business Around Today's Customer.

Blake and I talk about her blueprint for creating customer-focused leaders and how the customer experience mindset applies both on - and off - the job.

Here’s what we discuss:

Why customer experience must start with leadershipWhy the CX mindset needs to be a lifestyleHow to define customer-centricityThe importance of a simple framework for enacting changeHow leaders can instill the CX mindset in their employeesHow leaders can become customer-experience futuristsUsing customer-focused leader skills as a spouse and parent

RESOURCES FROM THIS EPISODE:

Blake's website Blake's book: The 8 Laws of Customer-Focused Leadership: New Rules for Building a Business Around Today's Customer Blake’s podcast: The Modern Customer Podcast Blake on LinkedIn