Customer Experience Futurist Blake Morgan Publishes Second Book with HarperCollins Leadership, Offering Insights on Meeting the Needs of the Modern Customer

July 2, 2024

Renowned speaker and author Blake Morgan reveals the intricacies of the modern customer in her latest book, The 8 laws of customer-oriented leadership.

LOS ANGELES, CA / ACCESSWIRE / July 2, 2024 / With Amazon Prime Day On July 16 and 17, brands across the U.S. will try to stand out from the crowd. The 8 laws of customer-oriented leadership, Morgan provides executives and customer experience teams alike with answers on how to win customer loyalty, increase revenue in both the long and short term, and build brands that become household names.

In a rapidly changing world, one thing remains clear: customers are becoming increasingly difficult to understand and no longer feel a sense of loyalty to any particular brand or company. In fact, Deloitte reported in its Consumer Rating 2024 that two-thirds of consumers participate in at least one loyalty program, but the vast majority remain inactive. Activating customer loyalty thus becomes an issue that goes beyond points and prizes.

As Morgan argues in her book, companies need to adopt a new approach that emphasizes customer-centric leadership, a practice that must begin in a strong organization. The book covers key tools, including building detailed customer experience strategies, integrating AI into the customer journey, and exceeding profit expectations by focusing on both short-term and long-term gains.

Blake Morgan, author of 8 laws of customer-oriented leadership and futurologist for the customer experience.

Blake Morgan is a customer experience futurist. As one of the foremost thought leaders in the field, Morgan has worked with leading companies such as Meta, Coca-Cola, Genentech, and others, solving pressing customer experience problems across industries. Blake is the bestselling author of The Future Customer, which Business Insider named one of the 20 best books for leaders solving customer-related problems during COVID in 2020. Her next book, The Eight Laws of Customer-Centric Leadership, is already a must-read in the industry.

Blake’s expertise has been featured in prominent publications including CNBC, Harvard Business Review, Forbesand more.

“Blake’s new book serves as a compass for leaders at all levels, showing us how we can create unforgettable customer experiences through empathy, innovation and strategic foresight.” – Donna Morris, Chief People Officer at Walmart.

Against the backdrop of the competitive landscape many brands face, Morgan offers comprehensive insights into the customer journey, the role of GenAI in the customer experience, and areas where leadership can make a big difference in building brand loyalty.

“68% of customers would trade their loyalty programs for a more personalized experience, and AI makes this possible,” Morgan writes in a recent LinkedIn post“It’s clear that brands are using AI to connect with customers on a truly individual level, driving deeper engagement and loyalty through tailored experiences. If you’re not yet leveraging the potential of AI for your marketing strategy, it’s time to start. Your customers and your business will benefit.”

For more information on purchasing this essential guide to the future of customer experience or to learn more about Blake Morgan and her contributions to the field, visit HarperCollins Guide.

HarperCollins Leadership publishes content from leaders who redefine or expand what a reader previously thought was possible. Our authors offer unique inspiration and experiences for those who want to learn, make a difference, and find their own version of success. For more information, visit Learn more.

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