Announcing My New Substack "Blake's Customer Connection"
I'm thrilled to be connecting with you in a new way, helping you navigate customer experience with my new substack
Hello!
Perhaps you run customer experience for your company, or you run a contact center (customer service center), or you are tasked with setting up a loyalty program… these are just a few of the many roles that involve the word “customer” today. But arguably every job today now has some customer experience aspect of it.
So many of you who are trying to make your company more customer-centric need support through data, research, and storytelling.
I know this because when I meet you out in the world at events I love hearing how you are using my content to help garner support for your customer programs!
If you don’t know me, it’s nice to meet you. I’m a 3x author, speaker and consultant, and I help companies win with customer experience. My newest book coming out in 2024 (HarperCollins) is on The 8 Laws of Customer-Centric Leadership: The New Rules For Building A Business Around Today’s Customer.
In my 15 years of creating customer experience thought leadership - what I know for certain is that I’m a helper of the CX practitioner - and there’s a lot of work left to do. There is always work to do to make customers’ lives easier and better.
So I’m creating a new and simple way to bring more help to you in pursuit of a customer-centric company…
For practitioners that follow me already, they might have heard me say in a speech or in person, customer experience isn’t just a mindset, it’s a way of life!
Through Substack I will be communicating with you directly about what I find interesting, unique, different than what you would find in other channels.
Here’s a quick bulleted list of what paid subscribers will get each week:
One video per week - a short 3-5 minute video where I talk about what’s happening around the world in CX, or a new strategy from the frontlines of companies I’m working with, advising and more.
One premium article per week - I will be writing about strategies and case studies illustrating how customer experience can drive business growth. I’ll be sharing frameworks that customer-centric brands have successfully used or are still using, that you can leverage in your own pursuit of being a more customer-centric company.
Premium subscribers will get access to the full content archive and also have the ability to comment on posts. This is just the beginning - I will continue to find more ways to add value as I build a new community on substack.
I’ve always been a translator, taking the customer strategy and the technology strategy telling stories to inspire, uplift and energize - I want the CX practitioner to impact positive change at their company and for themselves.
Every week through substack I’ll be bringing you customer experience thought leadership, tips, research and strategies. I aim to generate value and only bring you content that you can’t find anywhere else, it has to actually be useful and actionable.
I spend my time studying customer experience whether it’s putting together a course for LinkedIn (June 2024 it will launch), writing books or producing The Modern Customer Podcast. And now I will be providing exclusive Substack-only content for you.
My substack subscribers will get access to unique content in the form of weekly posts, weekly “customer experience news” round-up, with my take on it, videos and more. The paid version will have more video, more content, research and value directly from me. Paid subscribers will get discounts to products, for example our new course showing you how to calculate the ROI of customer experience. Get 25% if you’re a paid subscriber!
If you want to join me and get access to this Substack-only content please click the button below to subscribe for the premium content.
One of the topics I’m very interested in is CX-Leadership!
What is customer-centric leadership, and what does it look like in practice? I will be sharing out leadership moves of some of the world’s most customer centric business leaders, and what it is that makes them customer-centric, and why it matters. Customer experience is increasingly a c-level conversation, and I will be bringing you more information on what this looks like. This is in line with my new book where I’ve interviewed c-level leaders from across the world.
I aim to bring you only unique, new and constructive ideas that are actually helpful.
I’m interested in the customer experience management strategies, I’m interested in the powerful small wins we can have with customer experience every day, and also the role technology can play in accelerating our customer programs, but without taking away the important human element from the customer experience.
I would love for you to respond to this welcome email and tell me about yourself. What kind of customer experience work do you do, and what are you looking to learn?
I’m a real person and hopefully you’re a real person too and it would be great for this newsletter to not be a one-sided conversation.
Just like customer experience in real life, feedback makes everything better and I’d love to learn more about you.
Feel free to connect with me on LinkedIn, Instagram, X and please subscribe to my YouTube channel. I look forward to connecting with you!
Best wishes,
Blake Morgan