Blake Morgan
About Blake Morgan
Speech topics
The 8 Laws of Customer-Centric Leadership
One thing is clear: customers are more fickle than ever, and loyalty to any one brand is fading. At the same time, many well-intentioned companies are still falling short of customer expectations—despite having everything they need to succeed.
Customer experience has changed. New technologies, shifting values, generational demands, economic uncertainty, and the speed of innovation are redefining what customers expect. So how do you stay customer-focused in the face of all this?
CX futurist Blake Morgan shares eight new laws that today’s most successful companies follow. Backed by cutting-edge research and insights from top industry leaders, this book is a guide to putting the customer first—every single day.
Customer experience is a decision leaders must make every day, and this book shows you how:
- Create a customer experience mindset.
- eXceed longterm profit expectations by giving up short term profits.
- Lay out your customer experience strategy creation and stick to it.
- Embark on your 90 day get started plan.
- Anticipate the future by being a customer experience futurist.
- Don’t forget that employees are customers too.
- Evaluate success and measure what can be measured.
- Reaffirm the priority -- keep CX front and center.
Learn the laws, see how the best companies apply them, and build them into your organization to become a transformational customer experience leader.
Speaking videos
Media coverage
6 Things Customer-Centric Companies Do Differently
Aug 2, 2021 ... Blake Morgan is a customer experience futurist, keynote speaker and the author of the bestselling book The Customer Of The Future.
5 Ways To Build A Personal Brand While Working Full-Time - Forbes
Or, you can log in or sign up using Forbes. Connect ... Blake Morgan Contributor. I write about ... Opinions expressed by Forbes Contributors are their own.
5 Tips To Make Your Customer Experience Millennial Friendly ...
Blake Morgan Contributor. I write about ... 5 Tips To Make Your Customer Experience Millennial Friendly. Comment ... For example 73% of millennials 18- 24 say that “valuing my time” is the most important thing in providing good customer service. ... Let me tell you Walmart is WAY behind the curve, and it's going to kill them.
Books by Blake Morgan
“The 8 Laws of Customer-Focused Leadership: New Rules for Building A Business Around Today’s Customer” (2024)
A leadership playbook for making customer experience a core aspect of your business. In a rapidly changing world filled with uncertainties, one thing remains crystal clear: customers are increasingly fickle and no longer care about loyalty to any particular company. In addition, many well-intentioned companies are falling short of customer expectations, despite every organization's potential for excellence. The truth is customer experience is not what it used to be. New technologies, values, generational expectations, economic instability, - and the rapid pace of change all must be considered as you forge ahead. How do you put the customer first in the face of all these emerging trends? Using cutting-edge research and interviewing top leaders across industries, customer experience futurist Blake Morgan has pulled together eight new laws that the best companies follow in terms of building and maintaining a focus on the customer.
“The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business” (2019)
Tomorrow’s customers need to be targeted today!With emerging technology transforming customer expectations, it’s more important than ever to keep a laser focus on the experience companies provide their customers.In The Customer of the Future, customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective.Tomorrow’s customers will insist on experiences that make their lives significantly easier and better. Companies will win their business not by just proclaiming that customer experience is a priority but by embedding a customer focus into every aspect of their operations. They’ll understand how emerging technologies like artificial intelligence (AI), automation, and analytics are changing the game and craft a strategy to integrate them into their products and processes.The Customer of the Future explains how today’s customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don’t adapt to these new expectations won’t last. This book prepares your organization for these increasing demands by helping you do the following:Learn the ten defining strategies for a customer experience–focused company.Implement new techniques to shift the entire company from being product-focused to being customer-focused.Gain insights through case studies and examples on how the world’s most innovative companies are offering new and compelling customer experiences.Craft a leadership development and culture plan to create lasting change at your organization.
“More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences” (2017)
"Less is more" may be good advice for many efforts, but it is terrible advice when it comes to customer experience. Brands that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. Companies that embrace a "more is more" philosophy work harder and go further to ensure that their customers have a positive experience: they do this through customer-focused strategies and leadership, via operations, policies, and procedures that consider how the customer will fare in every scenario. Customer experience guru Blake Morgan walks you through the D.O.M.O.R.E. concepts that set businesses up for success by emphasizing the importance of relationships.
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