Blake Morgan Publishes Second Book with HarperCollins Leadership

Renowned speaker and author Blake Morgan delves into the complexities of the modern customer in her latest book, The 8 Laws of Customer-Focused Leadership. The book aims to equip leaders and customer experience teams with the tools needed to secure customer loyalty, boost revenue, and build recognizable brands.

Morgan's book comes at a time when understanding customer behavior is increasingly challenging. According to Deloitte’s 2024 Consumer Review, while two-thirds of consumers are enrolled in loyalty programs, most remain inactive. Morgan suggests that companies need a new approach that emphasizes customer-focused leadership starting from within the organization.

The book outlines strategies such as developing comprehensive customer experience plans, integrating AI into customer interactions, and focusing on both short-term and long-term profit goals. Morgan, known for her work with Meta, Coca-Cola, and Genentech, is a prominent thought leader in customer experience, having authored the bestseller The Customer of the Future.

Her expertise has been featured in publications like CNBC and Harvard Business Review. Morgan's new book is already deemed essential reading for industry professionals. Donna Morris, Chief People Officer at Walmart, describes it as a guide for creating memorable customer experiences through empathy and innovation.

Morgan emphasizes the importance of AI in personalizing customer interactions. She notes that 68% of customers are willing to switch loyalty for more personalized experiences, highlighting the potential of AI to enhance engagement and loyalty. For more information, visit HarperCollins Leadership.