Blake Michelle Morgan

Customer Experience Adviser and Speaker

Blake@BlakeMichelleMorgan.com – 347•907•0968

Customer Experience Round-Up: December 9

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Changes in how consumers live and shop mean that companies need to constantly be innovating to stay ahead of trends and concerns. Just because something worked a few years or decades ago doesn’t mean it will still resonate with customers. This week we saw three stories that show how changing customer demands are impacting industries and the innovation and issues that arise with change.

More People Prefer Concerts To Sports

Sports may have once been the preferred spectator event, but modern consumers seem to be bucking the trend. The Wall Street Journal reports that millennials and younger generations are…
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Customer Experience Round-Up For December 2nd

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The holiday season highlights the need for great customer experiences. As more people are shopping and interacting with brands, they demand great service and a convenient experience. Here are three stories from the week that show the importance of holiday shopping for brands and how customer experience matters now and all year long.

Thanksgiving Spending Reaches New Highs
Black Friday used to be isolated to the day after Thanksgiving, but it now spills into the days and weeks surrounding the holiday. This year, consumers spent $4.2 billion shopping online on Thanksgiving alone, a 14.5% jump from last year. Black …
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Customer Experience Round-Up: November 25

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Customer-centric companies know the value of trying new things and experimenting with new products and technology. On many occasions, those new efforts pay off with an improved customer experience. But in some cases, trying to change things can misfire. Here are three stories from the week about the changing world of customer experience.

Kroger Cuts Extras After Sales Slump

Leading grocery chain Kroger was leading the charge towards a revolutionized grocery shopping experience. That is, until sales took a dip. After introducing new products and renovating stores in the face of growing competition, Kroger recently decided to cut back …
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Building Thoughtful Customer Experiences At Slack

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What Makes Slack One of the Most Customer-Centric Companies?
If you work in a modern workplace, chances are you’ve used—or at least heard of—Slack. It’s the modern approach to email that changes how people communicate. Instead of messages getting buried in inboxes full of irrelevant emails, Slack simplifies the process for improved business communication. Along the way it has also become one of the most customer-centric companies.

Meeting Customer Needs
Slack has been customer-centric from the start. It was born after listening to complaints about email. People were tired of accidentally replying to all, forgetting to attach a …
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Customer Experience Round-Up: November 18

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Travel can be a huge cause of stress for most people. One study found that Americans have 240 stressful travel situations in a lifetime. And perhaps nowhere is more stressful than the airport. Airlines and airports have a huge opportunity to provide great customer experiences and relieve some stress, but it doesn’t always turn out that way. This week brought three stories of customer experience in the aviation industry—both good and bad.

Jet Blue Adds “Basic” Fare Option

A growing number of low-cost, no-frills airlines have gained popularity in recent years, and now an existing airline is joining the fray.…
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The Top Customer Experiences? Look At The Great Place To Work List

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It’s no coincidence that companies with happy employees also have happy customers. Engaged and empowered employees understand the role they each play at work and more naturally want to help customers and provide an amazing experience. Research has even found that employees at companies that excel at customer experience are 1.5 times more engaged as employees at other companies. If you want to find best practices for a top customer experience, start by looking at a list of great places to work.

Customer Experience Roundup, November 12, 2019

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Trust is paramount to a quality customer experience. To stay loyal and build a relationship, customers have to know they can trust a company to do what it says. This week we saw three stories of companies that have lost their customers’ trust and what they are—or aren’t—doing to recover it.

Customer Experience Roundup, November 5, 2019

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A quality customer experience includes every customer, not just certain groups or demographics. The growth of technology and personalization allows brands to create niche experiences and reach out to often-overlooked groups. This week, we saw three stories of the changing customer landscape and how companies are offering new services to all customers.

From Chaos To Clarity: How A Knowledge-Rich Culture Boosts Customer Experience

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Modern customers and employees want information on their own terms. In order to best educate employees and provide answers and tools to customers, many customer-focused brands create knowledge-rich cultures. These cultures pride themselves on offering learning and growth opportunities for employees while empowering them to solve customer issues. However, Dave Hare, principal consultant at ServiceXRG, says too many companies have knowledge-rich cultures in silos, which creates chaos and lost opportunities

Customer Experience Roundup, October 29, 2019

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To secure new customers, many companies often resort to going for the biggest or best product or service. These moves tend to get lots of public attention but can be risky for actually staying afloat long term. This week saw three stories of bigger and better moves companies are making and the customer experience risks that come with the territory.