Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

Customer Experience Round-Up: May 4

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The impacts of the global coronavirus pandemic are widespread, and they are already being felt in the values and actions of consumers. Customer experience is a reflection of what matters to consumers, but those values are changing and greatly affecting all industries. This week we saw three stories of how consumers are changing and the long-term impacts of COVID-19.

Customer Experience Round-Up: April 27

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A strong customer experience is rooted in relationships with customers and employees. In order to build those relationships, brands must be honest and transparent about their operations, both good and bad. This week we saw three stories of how being transparent can benefit companies and avoiding openness can lead to negative consequences.

Customer Experience Round-Up: April 20

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Providing a great customer experience means continually evolving products and services to meet customers’ needs. That’s never been more true than in our current pandemic environment where customers’ everyday lives have been upended. Many companies are adapting what they offer and how they deliver it to provide more convenient services to customers. This week we saw three stories of companies expanding to new areas to better reach customers and continually improve their overall experience.

Customer Experience Round-Up: April 13

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As public health professionals predict when social distancing can end and the economy can re-open, many people are considering the potential long-term effects of the coronavirus pandemic on large industries. In-person shopping, dining and entertainment have been upended by the virus, and the impacts could be incredibly long lasting. Fragile industries like brick-and-mortar retail and restaurants might not be able to survive if they don’t adapt and evolve. This week brought three predictions for the future of major industries.   

Customer Experience Round-Up: April 6

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Customer experience starts with a company’s first customers: its employees. If employees aren’t valued and engaged, they won’t create a strong customer experience. But if employees are excited to show up to work and feel empowered by the company, it shines through in customer experience. This week brought three stories of employee experience in our uncertain times and how it can impact customers.

Customer Experience Round-Up: March 30

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The coronavirus has impacted how people around the world live and work. With billions of people told to stay at home, millions out of work and an unknown future, companies are being forced to change how they think about and interact with their customers. These are definitely unchartered waters for everyone, including the world of customer experience. Here are three stories from the week that show the continued impact of the coronavirus.

Customer Experience Round-Up: March 23

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Coronavirus has uprooted nearly every aspect of normal life in the last few weeks. Many people are working from home, kids are out of school, events are cancelled and businesses are struggling to adjust to the new normal. But even during trying times, there is goodness to be found. Many companies have started manufacturing much-needed products, offering services to at-risk customers, supporting displaced employees and a myriad of other things. Sales, revenue and profits matter, but the most important thing is people. Here are three stories of companies doing good during the global pandemic. 

Customer Experience Round-Up: March 16

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Coronavirus may be inescapable in the news, but customer experience continues on. While many companies have slowed operations in light of the pandemic, others are soldiering on and taking big risks. Expanding to new areas and services can be a way to gather new customers and expand the experience, or it can lead to serious missteps. This week brought three stories of companies taking risks in hopes of reaching more customers.

Customer Experience Round-Up: March 9

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Coronavirus has been all over the news in recent weeks as people around the globe work to prepare for and prevent the spread of the disease. The global concerns and panic over public health have made their way into every aspect of our lives, including customer experience. How companies respond in times of crisis can have a huge impact on their overall customer experience. Here are three stories from the week that show the impact of coronavirus and the biggest lessons it teaches about customer experience. 

Customer Experience Round-Up: March 2

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As one of the largest retailers in the world, it’s no surprise that Amazon is regularly in the news. The company stands out not only for its innovation, but also for its customer-centric culture. Brands across all industries seek to follow in Amazon’s footsteps for growth and customer focus. This week brought three stories highlighting Amazon’s customer experience and influence in the retail space.