Blake Michelle Morgan

Customer Experience Adviser and Speaker

Blake@BlakeMichelleMorgan.com – 347•907•0968

Customer Experience Round-Up: December 30

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From radio shows to on-demand movies: the way we’re entertained has evolved over time. In recent years, staple activities of going to the movies or listening to music have been replaced or upgraded with new technology. And those changes to entertainment trends impact more than just the entertainment industry as lines blur between businesses. This week brought three stories of how entertainment is changing and what that means for all customers.

NBA Sees Huge Drop In TV Viewers

Live sports have long been a huge draw for TV viewers, but the current NBA season has seen a dramatic drop. …
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Customer Experience Round-Up: December 23

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Diners used to only have a few options when they wanted to eat out: sit in a fancy restaurant or drive through a fast food chain. However, changes in preferences, demographics and technology have provided today’s consumers with many more options. In order to survive, restaurants have to adapt and innovate. This week brought three stories of restaurants evolving their customer experiences.

Chipotle Unveils Walk-Up Windows

Chipotle is known for providing fresh Mexican food fast, but the chain will soon take things to the next level with new walk-up windows. Customers will be able to place an order through …
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Customer Experience Round-Up: December 16

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The holiday shopping season is in full swing, and 2019 is a year unlike any other. This year, customers crave convenience, but they also want unique products and experiences. Here are three stories from the week that show the trends and innovations of holiday shopping 2019.

Holiday Shoppers Want Trust And Privacy

Understanding what customers want and meeting those expectations is crucial during the holiday season. A recent survey of consumers found that what they crave most during holiday shopping are seamless experiences, privacy and trust. Nearly 80% of respondents are concerned about their online privacy and find it creepy …
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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.