Feeling the pain of disengaged employees and declining customer service? You’re not alone—and we’ve got solutions.
In this episode of Doing CX Right, Stacy Sherman sits down with author Blake Morgan to dive into game-changing insights from “8 Laws of Customer- Focused Leadership.”
Together, they uncover practical, no-nonsense customer service strategies that empower leaders to build deeper connections, foster a customer-centric culture, and leverage AI the right way—all while inspiring a workforce that thrives.
Key Customer Service Learnings:
Mindset is Everything: Customer service begins with mindset. Choosing to approach challenges with optimism and embrace the hardships transforms the way you interact with both employees and customers. CX leaders must make the daily decision to prioritize customer experience.
Invest in Employee Experience: A strong customer experience is impossible without treating employees well. Leaders must shift from being “bosses” to “coaches” to foster engagement and collaboration within teams. The care shown to employees will reflect in the care shown to customers.
Focus on Long-Term Customer Relationships: During tough economic times, companies tend to focus solely on short-term efficiency. Instead, organizations should maintain a focus on long-term customer relationships by investing in the “human touch” — even small gestures, like walking a customer to their car in the rain (as Stacy experienced at Trader Joes), leave a lasting impact.
Effective Metrics Drive Better Customer Service: It’s important to measure what truly matters. While metrics like Net Promoter Score (NPS) are important, they must be implemented without gaming the system. Leaders must focus on effectiveness metrics that drive behavior aligned with customer satisfaction and loyalty.
Technology, But with Care: AI has the potential to revolutionize customer service by making processes more efficient. However, it must be deployed thoughtfully, ensuring accountability when things go wrong. Companies should embrace AI to enhance experiences, not replace the human touch entirely.
Time Stamps:
00:00 Introduction and Warm Welcome
00:43 Blake Morgan’s Journey in Customer Experience
01:47 Passion for Customer Experience
03:25 Advice to Younger Self
05:28 Defining ‘Doing CX Right’
07:10 Challenges in Customer Experience
10:40 The Eight Laws of Customer Experience
18:58 The Role of Technology AI
24:45 Final Thoughts and Takeaways
If there’s one thing to remember from this conversation, it’s that customer experience and service is a daily decision. By adopting the right mindset, focusing on people, and making thoughtful use of technology, you’ll create lasting loyalty and business success. Tune in to the full episode to dive deeper into actionable strategies.
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About Blake Morgan: Customer Service Leader
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer. Blake has taught courses at Columbia University, Rutgers Executive MBA program and UC San Diego. She is an instructor for LinkedIn Learning.
Blake is the host of The Modern Customer Podcast. She lives in the Los Angeles Area with her husband, their two children and two dogs.
About Stacy Sherman: Founder of Doing CX Right®
Customer experience and marketing global keynote speaker and advisor author of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.
Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.
Keyword themes: Doing CX Right podcast business customer service sales customer experience
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