Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

What Does Customer Loyalty Mean In 2021?

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It seems nearly every company today has a loyalty program, but the meaning of loyalty itself is often still a mystery.

Customer loyalty in 2021 looks different than it has in the past and even than how many companies view it.

According to Bram Hechtkopf, CEO of marketing company Kobie, loyalty is more than just how a customer behaves. A customer who regularly purchases from the same company can appear loyal, but what matters more than the transaction is their emotional loyalty, or how they feel about a brand.

Hechtkopf breaks emotional loyalty into three areas: status, habit …
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How Belvedere Vodka Shares Its Story Through CX

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How do you create an experience around an all-natural vodka that shows its history and sustainability? Learn to tell a good story.

Belvedere Vodka has long been known for its great quality and super-premium product, but only recently has the company began to focus on its historic roots and sustainable efforts. Sharing the story adds to the experience and helps customers feel more connected to the brand.

Shifting To Storytelling

Instead of simply rattling off talking points and qualities of its all-natural vodka, Belvedere turns to the power of storytelling. As customers are transported to the 110-year-old distillery where …
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How Digital Transformation Is Helping Create A COVID Vaccine

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In the midst of a global pandemic, pharmaceutical companies around the world are rushing to develop a vaccine to COVID-19. In an industry that typically takes years to create, test and market new drugs, the incredible time crunch for the COVID vaccine is pushing companies to their limits.

But it’s not just pharmaceutical companies that are in the race to create a vaccine. There are also companies helping behind the scenes with digital transformation. NECI and its president Tom Ramundo are working with pharmaceutical companies to create a digital stack so they can bring their product to market much …
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How Retailers Can Build Trust In A Post-COVID World

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After months of quarantine and isolation, consumers are slowly starting to adjust to a new life with COVID-19. As stores reopen and re-adjust, they are faced with customers who are drastically different than they were just six month ago. According to Walter Robb, former co-CEO of Whole Foods, in order to transition and move forward, stores must re-build consumer trust.

Moving forward in the pandemic starts by understanding what customers are thinking and feeling. Robb’s current company, S2G Ventures, recently published a report about the future of food in the age of COVID and uncovered many changes …
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The Case Against A Chief Customer Officer

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Too many companies still give customer experience lip service. They do this by appointing a Chief Customer Officer or CXO. By hiring or promoting a Chief Customer Officer, or Chief Experience Officer the company makes it publicly seem like they understand customer experience and are working toward improving it, but this is often only a public gesture.

20 Stats Tying CEO Involvement To Customer Experience Success

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Fifty-nine percent of companies with a CEO who is involved in customer experience report higher revenue growth, compared to just 40% of companies reporting growth without a customer-focused CEO.

200 CEOs Met To Save The World, Now What?

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In a time when the zeitgeist in America is at an all-time low and most people can’t agree on anything, it seems unusual for a group of nearly 200 top CEOs to gather and come to an understanding. The Business Roundtable, a group of the country’s top CEOs, has gathered regularly since it was founded in 1972. But this year’s meeting seemed to carry more weight as the group redefined the purpose of a corporation and showed the power and importance of business.