Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

How the Former Impossible Foods Brand Lead Created A Plant-Based Drink Brand

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Of all the industries to break into, the beverage space is among the most difficult. The hyper-competitive market and domination from big brands make it incredibly challenging for entrepreneurs to get their products on shelves. But Jordan Schenck has experience and grit on her side.

As the former Head of Global Consumer Marketing at Impossible Foods, Schenck knows how to build a plant-based food brand. She spent nearly four years traveling the world and talking to people about their relationship with plants and played a huge role in the growth of the plant-based trend. She used that experience to …
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How To Meet Customers Where They Are With Knowledge Management

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It’s something all customers have faced: they have a problem or question, but the only way to resolve it is to wait on hold with the contact center or fill out a contact request form. The process is long and frustrating.

Modern customers want another approach to solving their problems. Knowledge management is a way to connect the dots and keep communication lines open with customers. Instead of companies holding all the answers, knowledge management shares resources like articles and self-service portals so customers can solve their own issues and provides a platform for communication across all channels. 

Naomi Rozenfeld, …
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CMO Lessons From Bruno Mars’ Brand SelvaRey Rum

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In a sea of celebrity brands, how can a company stand out and attract customers?

It comes down to being passionate, innovative and empathetic.

Many celebrities are only involved with their brands as far as simply putting their name on a product, but Bruno Mars’ rum brand SelvaRey is different. He spent three years redesigning the SelvaRey packaging to create a stylish and eye-catching bottle and is passionate about the brand and its products.

That passion and innovation extends to the entire team and is what attracted CMO Brielle Caruso to the brand.

Caruso joined the company six months ago, …
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The State Of The Economy In 2021

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Saying 2020 was a rocky year may be the ultimate understatement. But after the turmoil and uncertainty, customers, brands and investors want to know what the economy looks like in 2021.

According to Fox Business Network’s Charles Payne, there’s reason to be extremely optimistic.

In 2021, consumer savings are near record highs. That, combined with government stimulus money, means that there is a lot of money and the ability to spend it once consumer confidence levels pick up. 

Part of the reason to expect economic growth in 2021 is the concept of revenge shopping or revenge travel as the …
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How To Be A B2B Marketer In A Pandemic

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Technology doesn’t stop during a pandemic.

Because of that, VMware needs to stay connected to customers and showcase its multi-cloud technology.

But in the B2B industry, which is traditionally driven by in-person events and marketing, building relationships and growing leads virtually poses a challenge.

VMware CMO Carol Carpenter stepped into her role in the middle of the COVID pandemic and had to quickly move to virtual marketing. Although there have been challenges, she says B2B marketing during a pandemic has also had some positive impacts.

The root of Carpenter’s marketing approach is communication and data. She aims to over-communicate, both …
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How To Build A Loyalty Program In A Post-COVID World

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Loyalty programs are an important part of many brands’ customer engagement strategies, but yesterday’s loyalty programs won’t necessarily be successful today.

According to Francis Hondal, President of Loyalty & Engagement at Mastercard, the recent growth of tech, digital commerce and data have redefined opportunities for brands to serve their customers in the way they expect to be served. Those opportunities have changed even more over the last year with the global COVID pandemic.

One of the biggest trends coming out of COVID is the un-calendarized year, meaning that everything has shifted from when it normally occurs. Things like sports seasons, …
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How Birchbox Meets Customers Where They Are

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The beauty world is full of customers who love to experiment with new products, watch makeup tutorials and spend time finding the best items.

But what about customers who care about their skin and beauty but don’t want to spend the time finding and trying new products on their own?

These are known as casual consumers. They want to try new things but are often overwhelmed or don’t have time for the number of products on the market.

Most beauty companies market to serious consumers, making casual consumers an unserved market, says Ali Edgerton, Birchbox U.S. President. Birchbox was …
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How Urban Air Pivoted To Thrive During COVID

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Running the largest adventure park company in the country comes with challenges—especially during a global pandemic.

There’s no playbook for this type of scenario. But Michael Browning, founder and CEO of Urban Air, knows that speed and innovation always win, which fueled his strategy to react to information quickly as it came in.

Reacting with speed allowed Urban Air to not only survive the pandemic but to thrive and find new ways to expand and grow. 

Browning encourages his franchisees and staff to stay close to customers and get their feedback. Although the indoor trampoline and adventure parks are …
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How To Be An Effective Virtual Communicator

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A year ago, most of us were speaking in meetings full of team members or giving presentations to rooms full of people.

But those faces have now changed to boxes on a screen, and our messages have moved from in-person to virtual.

Being an effective communicator is a challenge on its own, but doing it virtually adds even more complications. According to Matt Abrahams, co-founder and principal at Bold Echo Communications Solutions, virtual communication only accentuates the challenges we’ve always had with public speaking. He says being an effective virtual communicator requires overcoming three challenges:

1. Getting and holding attention…
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How One Mom Created An Organization To Help New Moms

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Just weeks after Sarah Steinhardt had her first baby, she had to make a quick run to the store to get more diapers. On a New York City street corner, diapers in hand, she started crying. It was at that moment she realized how fortunate she was to be able to quickly get the necessities for her baby when mothers around the country didn’t have the same ability.

That experience led Steinhardt to create Welcome Baby USA, a nonprofit focused on providing at-risk and low-income mothers with the essentials for their baby’s first month of life. Welcome Baby partners …
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