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Customer Focused Leadership with Blake Morgan

How to Get into the Customer Experience Mindset

Shep Hyken interviews Blake Morgan, customer service expert, bestselling author, and the host of The Modern Customer Podcast. She talks about her latest book, The 8 Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today’s Customer, and how to create a culture that prioritizes both employee and customer satisfaction. 

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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

  1. How can leaders in a company build a customer-centric culture from the top down? 
  2. How does employee satisfaction translate into a positive customer experience? 
  3. What are the keys to hiring and retaining employees who actively contribute to a positive customer experience? 
  4. What are the potential downsides of relying solely on customer satisfaction scores to gauge success? 
  5. How does company culture impact customer experience? 

Top Takeaways

  • In business, customer service and experience are not just strategies. They are a way of life. It’s not just about how a company sells, but how it serves.  
  • Companies that treat their employees well often provide better customer service. It’s not just about what the company offers to the customers but also about how it treats its people. When employees feel valued and happy, they pass that positivity to their customers. 
  • Long-term and short-term goals can go side by side. A successful leader understands the importance of balancing two opposing ideas — figuring out how to address immediate customer needs without losing sight of the organization’s long-term goals.  
  • Leading with a customer-focused mindset means putting in the work to elevate oneself first. Whether it is through music, exercise, meditation, etc., do what you must to elevate your own mindset so you can uplift your team and your customers.  
  • The true measure of a company’s customer service comes from the customers themselves. It’s not about how high the numbers on your metrics can go. It’s about creating experiences that make customers want to come back again and again. 


“If you want to compete on customer experience, you have to work harder than others. You have to bring more energy, more excitement, and a more service-oriented approach.” 

“Customer experience starts with a leadership conversation. You cannot build a customer-centric culture that starts from the frontline. A company becomes customer-centric when the leadership decides to put their resources into empowering their employees to serve their customers.” 

“Customer experience mindset is not just a business strategy. It’s a way of life.” 

“Don’t forget that employees are customers too. One of the most overlooked pieces of customer strategy is the employee strategy. If your employees are not happy, how will they bring positive energy to the customers?” 


Blake Morgan is a customer experience keynote speaker, dubbed by Meta as “The Queen of CX.” She is the author of three customer experience books, including her latest, The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer. She is the host of The Modern Customer Podcast. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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