Win the Talent War: Blake Morgan, Customer Experience Futurist
In this episode, Ryan interviews Blake Morgan, customer experience futurist, author and speaker. She has authored the book More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences. Blake delves into the importance of customer service—from simple transactions that are automated to the high touch interactions that happen in-person. A company that focuses on the OVERALL customer experience tend to gain an edge over their competition. Tune-in to learn why customer service should be written into the fabric of the whole company and why the RIGHT attitude in all your interactions will drive your company forward.
Time Stamped Show Notes:
01:21 – Ryan introduces Blake Morgan to the show
01:34 – Blake’s career path
01:43 – Currently working as an author, speaker and futurist
01:51 – Extensive past experience of working in Fortune 50 companies, startups and content companies
02:18 – It is not hard to create a better employee experience—you just need to want it more which is a philosophy that is explained through the “Do More” framework in Blake’s book
03:02 – Attitude is what helps create a better employee experience and gives you the competitive advantage
03:40 – The type of culture that a company CEO promotes tends to infiltrate down the food chain – need to focus on customer service along with sales and profits as well
04:44 – No one person owns a customer experience; it should be in the fabric of the entire company
04:50 – Can create governance structures to ensure that the company is pivoting in the right direction
05:47 – Espouses the concept of reward responsibility in her book—this involves rewarding employees who display a great work ethic
06:50 – Best companies in the world tend to reward hardworking employees well
07:19 – McDonald’s works through a different business model—they are replacing a large percentage of employees with kiosks
07:47 – Companies that are benefiting from high touch customer experiences tend to invest in their employees and reap the benefits
08:18 – Create a system that rewards the right behavior and you will see more of that behavior because whatever is measured, improves
08:52 – Tips and tricks to improve the customer experience
08:52 – Understand what is happening in the contact center to gauge the customer experience; listening in on customer calls is always a good idea
09:15 – Encourage customer facing groups to share challenging aspects of the job
09:47 – Need to realize that customer service is a difficult and thankless job where agents face constant criticism
11:07 – Customer service is the front line of defense—as a leader, if you are not paying attention to your front line, then there is a huge gap in your organization
11:50 – While companies spend millions of dollars acquiring a customer, they stop caring once a credit card is swiped
13:08 – You need thoughtful and smart leaders who are nimble and well-versed with the latest changes, so that you can bring value to the workforce and stay ahead of the competition
13:47– AI and bots will take over simple transactions leaving us to focus on the high touch customer experiences
15:32 – Need to embrace change instead of running away from it
15:51 – Technology will result in a more efficient system and hence, a happier society
16:29 – Check out underdog.io for help with your career path and hiring strategy
17:36 – Creating an ideal company culture
17:42 – A good strong leader is needed to build and infiltrate a strong company culture
18:24 – Uber is in doldrums due to the poor leadership of Travis Kalanick
19:26 – Wise to look for other alternatives if you are saddled with a poor leader
20:31 – The best things in life comes from taking risks
21:41 – Blake moved from California to New York with zero money and then moved back to California to get married
22:13 – Follow your intuition—you are capable of so much more than you think you are
22:47 – If you were to go back in time and give yourself some advice, what would be it? – “Rejections are so important, because learning how to get back up and learning resilience is so important is life”
24:24 – If today’s leaders start thinking about customer experience and what their role is in improving their customer experience, they will be really happy they did. It really impacts the customer experience
25:12 – Contact Blake via her website and
25:29 – Key takeaways:
25:37 – It is important to have a positive attitude. A positive attitude is going to drive your culture, your vision, your priorities, everything that comes into play. But without that attitude, you are never going to get there.
25:52 – Whether it is a customer or employee that you are dealing with, you need to be mindful of your interactions and the attitude you bring to the table.
26:10 – Check out our website to gain access to all previous episodes
26:20 – Check us out Twitter
26:25 – Review us on iTunes
3 Key Points:
- A positive attitude is going to drive your culture, your vision, your priorities, everything that comes into play—without that attitude, you are never going to get there.
- Whether it is a customer or an employee that you are dealing with, you need to be mindful of your interactions and the attitude you bring to the table.
- Leadership plays a huge role in ensuring that the right culture infiltrates down the food chain.