Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

How To Be A Better Leader for Customers and Employees

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Like nearly everything else in the world, leadership has changed dramatically over the last 18 months. Leaders are now faced with a new set of priorities and challenges as they lead their organizations in a rapidly changing world and lead teams and customers who are facing struggles and changes of their own.  

Liz Wiseman, author of Multipliers and Impact Players, says that leaders who want to lead through uncertainty have to lead differently.  

Too often, leaders who are trying to do the right thing slip into the role of having to have all …
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No Coverage, Big Problem – Verizon Provides Poor Customer Experiences In Calabasas And San Fernando Valley

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No cell service is a customer experience problem. Photo by MART PRODUCTION from Pexels

 

I recently moved from the Bay Area to Los Angeles – specifically the San Fernando Valley – Calabasas.

My new home and neighborhood, while lovely, has a glaring issue I did not realize was as bad as it was.

No cell service.

I’m a busy entrepreneurial working mom. I rely on my phone for my business, for my kids, and for emergencies, and without good cell service, my family is vulnerable.

Between the many errands of unpacking our new house, getting the kids settled in …
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How David’s Bridal Launched A Successful Loyalty Program During A Pandemic

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Most people don’t associate bridal stores with loyalty programs.  

Especially in the middle of a global pandemic when most weddings were postponed or downsized.  

But the David’s Bridal loyalty program Diamond, launched in December 2020, is defying the odds and has already paid dividends with huge amounts of loyal and satisfied customers.  

The program was created as part of David’s Bridal’s transformation to return customers to the center of the experience. CEO Jim Marcum said the company had lost its way by not focusing on what brides needed to make their wedding planning experiences amazing.…
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How To Use A CIO-CMO Partnership To Enable CX

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*Photo by fauxels from Pexels

A strong customer experience strategy involves numerous people and often starts at the top. When leaders and executives are all-in on CX, that mindset extends throughout the organization to create a customer-obsessed culture. 

Two of the most central roles in this approach are the CIO and the CMO. 

In many organizations, the CMO owns or plays a large role in customer experience. But with an increasing demand for personalization and digital solutions, the CIO also has a crucial role to play. When the CMO and CIO work together, that potential grows even greater. 

Why Do …
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How David’s Bridal Used Digital Transformation To Update Its CX (Part 1)

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Undergoing a digital transformation is challenging enough, let alone in the wedding industry during a global pandemic.  

When Jim Marcum became CEO of David’s Bridal in 2019, he was tasked with turning around the 70-year-old company and creating innovative and personal experiences for modern brides. Much of that change has come in the form of a continued digital transformation.  

Marcum started by looking for friction points and missed opportunities by meeting with teams throughout the company and paying close attention to customer feedback.  

From there, David’s Bridal created a customer-first digital strategy that specifically addressed the …
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3 Ways Customer Preferences Are Evolving In Banking

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Banking used to be a completely people-oriented business. Customers chose the bank that was closest to their neighborhood and went inside to interact with bankers for every transaction and question they had.  

But now, what customers look for in a bank and how they interact with their money is changing. Customers now bank more digitally and want convenient technology-driven solutions. According to Beth Johnson, CXO of Citizens Bank, delivering a strong banking experience is now about tapping into customer needs holistically by leveraging technology, data and in-person interactions.  

The goal of modern financial institutions is to …
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How To Create Remarkable Experiences Customers Want To Share

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When it comes to marketing, word of mouth is considered the Holy Grail. There’s nothing better for companies than customers sharing experiences and talking with family and friends.  

And that often comes from customer experience efforts, not traditional marketing campaigns. Dan Gingiss, author of The Experience Maker and Winning at Social Customer Care, says that CX and marketing are coming closer and closer. In many ways, CX is one of the most powerful tools for marketing. A great customer experience strategy is the best way to get people talking about a brand.  

The key is to …
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COVID Customers Are Counting On You—Are You Rising To The Occasion?

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It’s been a long 18 months of pandemic life, and customers are feeling the stress and fatigue of constant uncertainty and chaos. They are yearning for a break and a chance to feel calm and normal.   

But when they try to escape with a night out or a trip, they’re met with disappointing service.   

Companies have to stop using COVID as an excuse for bad service. That’s especially true in industries like hospitality, air travel and restaurants. Yes, there are issues with staffing and turnover, but brands need to figure it out so they can deliver a …
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The One Thing Every Contact Center Bot Needs

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If you ask customers if they want to talk to a bot, most people would likely say no. For years, bots have gotten a bad rap for their nonsensical answers and inability to understand.   

But if you ask customers if they want to get correct answers quickly, they would likely all say yes. Modern bots are one of the best and most scalable ways to offer faster, correct service. According to Ben Rigby, VP, Global Head of Product & Engineering, Artificial Intelligence and Machine Learning at Talkdesk, it’s all about reframing how customers think of bots and …
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How To Engage Customers In An Uncertain World

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The past 18 months have brought unthinkable tragedies and uncertainty to the entire world and changed how most people live, work and interact with companies.  

But according to Jon Picoult, author of From Impressed To Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans, out of every crisis comes opportunity. Even with the chaos and uncertainty, there are opportunities to strengthen relationships and improve customers’ lives.  

Engaging with customers in an uncertain world starts by really understanding them, including their new and emerging needs and fears. What matters to customers and what they look …
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