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He also addresses concerns openly: "If there's something I don't like, I say it publicly." Then he practices reasoning out loud to keep the decision-making process transparent.

I'm British by birth, American by choice. And while I'm grateful for so many aspects of the American experience, today I'm especially grateful for the grit and determination of the American worker—those men and women who drive the engine of this great nation. You inspire me every

The minute Peloton instructors get political in their workouts I quit doing their classes. Brands should often stay above the fray.

This week on The Modern Customer Podcast, Hugh Blane, leadership coach and author of Lead Boldly: How to Coach Others to Greatness, reveals management and coaching strategies to unlocking your team’s potential. blakemichellemorgan.com/podcast/how-to…

I was at a labor day bbq yesterday, and one of my relatives launched into a long, winding customer service story about a recent flight. It reminds me of when someone wants to share about a dream they had. You know what you're in for...

I’m excited to share with you my latest course on LinkedIn Learning: Leveraging AI in Contact Centers. This course offers a practical, insightful look at how AI can revolutionize contact center operations while maintaining a crucial focus on agent well-being. linkedin.com/pulse/leveragi…

Customers expect seamless experiences at every touchpoint, including cancellations. Streamlining this process can leave a positive final impression and potentially even open the door for future re-engagement. Frustrating cancellation processes are a major customer experience

Blake Morgan joins me on the Creating Superfans podcast this week! 😀 We chat about her new book, "The 8 Laws of Customer-Focused Leadership", and the fascinating case studies she wrote about (like this one from In-N-Out!) Listen to the full episode: spoti.fi/3MyFMLt

How one hotel handles its dog/customer policy… Sometimes dogs are better customers than humans 🤷‍♀️ Source: netflixnmovies

Customer expectations are evolving rapidly. The right leadership + AI can transform CX. Blake Morgan 's article on RingCentral's role in shaping the future of seamless, intuitive customer interactions is a must-read. ringcentral.com/us/en/blog/how… What's your vision for CX?

Join me in the Nextiva webinar on September 24th at 9 AM PT. Be the first 200 people to sign up to get a free copy of my new book, The 8 Laws of Customer-Focused Leadership. Here are some topics that I will cover: 👉 Establishing a customer-first mindset 👉 Lay out your

This week on The Modern Customer podcast, Christian Mitchell, EVP and Chief Digital & Information Officer at Northwestern Mutual, shares how the company is blending human touch with AI-driven insights to enhance client experiences. cc: Northwestern Mutual blakemichellemorgan.com/podcast/custom…

Approachable leaders drive better customer experiences because they stay closely connected to what’s happening on the front lines. The contact center often catches early warning signs of issues that could snowball into major problems. Leaders who listen to their teams can

Retail is evolving, and the latest insights from HarperCollins Leadership offer a comprehensive look into the trends shaping the future. Read more to explore how technology, customer behavior, and innovation are transforming the way we shop. harpercollinsleadership.com/changing-face-…

Abercrombie & Fitch is proof that no matter how far a brand may drift, a renewed commitment to customer experience can spark an incredible transformation. Just a decade ago, the brand was out of touch. Today, thanks to a laser focus on quality, digital innovation, and a humble

Today, Kroger's stock price jumped 6% after the grocery chain beat Wall Street's profit estimates for the second quarter and raised its full-year same-store sales guidance, despite slightly missing quarterly sales expectations. What’s driving this success? A laser focus on

True customer service goes beyond a transaction—it's about care, empathy, and doing what's right, even when it's not required. How are you serving your customers in ways that go beyond the expected?

This is a friendly reminder for #Fridaythe13th today. Don’t worry about bad luck; just make a little good luck of your own.