Companies with a Soul are the Future of Customer Experience
Understanding Companies and Customers of the Future
Shep Hyken interviews Blake Morgan. They discuss her new book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business, focusing on the psychological, technical, and experiential components of building a good customer experience.
The Interview with Blake Morgan:
If you don’t get the simple stuff down, you will lose customers. The “basics” include knowledge of your customers and their wants and needs. Above all, seek to make their lives easier rather than more difficult.
Psychological components of CX are the invisible pieces of your strategy. These include a CX mindset, company culture, and leadership development.
Everyone in a company, from executives to frontline employees, must have a CX mindset—an attitude of service and a desire to make their customers’ lives better.
There is a correlation between how employees feel at work and the quality of
