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

SIMPLE brand With Matt Lyles

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 leadership
• Why the CX mindset needs to be a lifestyle
• How to define customer-centricity
• The importance of a simple framework for enacting change
• How leaders can instill the CX mindset in their employees
• How leaders can become customer-experience futurists
• Using 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