Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

Former Apple CEO John Sculley On The Importance Of Customer Experience

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Today, Apple regularly tops lists of companies with the best customer experiences and the most innovative products. But that hasn’t always been the case. When Apple was founded, few companies even considered customer experience. As the company was first gaining traction, Steve Jobs brought on people who understood customers to take risks and prioritize experience when few other companies were. One of those early leaders, John Sculley, went on to become CEO of Apple.

Customer Experience Round-Up: February 17

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Customers care about all aspects of the experience, including what happens with a company behind the scenes. These stories highlight the need for companies to be transparent in their internal goals and processes, as well as tuned into what customers want to provide a seamless experience from start to finish.

Customer Experience Roundup, September 9, 2019

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Developing a strong customer experience means being willing to change. Companies that evolve with customer demands and trends show their willingness to listen to customers and provide products and services they actually want. This week brought three stories of companies adapting to meet customer needs.

Customer Experience Roundup, August 12, 2016

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What does it take for a brand to connect with customers? Vulnerability, authenticity and innovation. In order to have a strong experience, customers need to feel connected to the brand and its employees. They want to feel like real individuals, not just numbers or dollar signs. This week brought stories of how companies can build connections with customers in a variety of ways that can all contribute to the customer experience.

Customer Experience Roundup, May 14, 2019

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Changing technology can lead to uncharted waters for many companies. As technology evolves, it can cause challenges and major setbacks. Balancing new technology with the preferences and privacy of customers is a new battleground for many brands. This week featured three stories of companies wrestling with technology and how to balance their own needs with their customers’.

Starbucks Accepts Cryptocurrency, But Won’t Say So

Starbucks is among a growing number of retailers accepting cryptocurrency and bitcoin, but it has yet to official acknowledge the change. Gemini, the company that owns the cryptocurrency, and Flexa, the company that built the payment …
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Apple Flaunts Privacy At CES – Why Other Companies Should Pay Attention

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If you’re heading to CES this week, you won’t see Apple products on display, but you’ll still see the brand’s presence in an unlikely location. Apple usually doesn’t participate in CES, but this year it’s making its voice heard with a powerful message of privacy: “What happens on your iPhone, stays on your iPhone.” The message is painted on the side of a 13-story building overlooking the CES convention center.

3 Lessons Learned From Ikea’s Acquisition Of Gig Economy Startup TaskRabbit

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The gig economy should be part of every company’s growth strategy. How can we lean on the gig economy to make customers’ lives easier and better? This is a brilliant move from Ikea we can all learn from.

The World Is Complicated: Your Customer Experience Should Be Easy, Simple And Consistent

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When one bad thing happens in one part of the world, it can have a butterfly effect – where a small change affects people everywhere in other ways. And there is no shortage of drama happening in the world today. The last few weeks have seen hurricanes, earthquakes and terror attacks. When the media covers so much bad news – it feels like the world is simply having a bad month. And people feel this all over the world, even if they aren’t directly touched by the tragedy. Bad vibes abound. If there’s ever a time where companies can step …
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iPhone 8 Augmented Reality Feature To Revolutionize Customer Experience

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All eyes will be on Apple this week when it announces its new iPhone to celebrate the 10th anniversary of the original model. Over the last decade, Apple has changed how we think about and interact with mobile devices, and it has had a huge impact on everything from basic communication to shopping, marketing and customer experience. One of the new features for the iPhone 8 is its augmented reality capability, which has the potential to revolutionize marketing.