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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5 Values That Drive Logitech’s Customer-Focused Culture

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In the fast-paced tech world, it’s tempting for companies to rely on their products. But Logitech, one of the world’s largest hardware companies, knows the importance of being customer-focused instead of just product-focused. The company takes a unique approach by having its CIO, Massimo Rapparini, also lead customer experience. But the connection between technology, information and customer experience works as Logitech builds a customer-focused company that delivers quality tech products and forward-thinking digital solutions.

Customer Experience Roundup, February 11, 2019

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Perhaps more than anything, customers love to be appreciated. And everyone loves a free perk. Loyalty programs play a huge role in customer experience. Not only do they reward devoted customers and encourage people to come back to the company, but they can also promote brand awareness.

Talk Triggers: The Complete Guide To Creating Customers With Word Of Mouth

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In a world where most of a company’s marketing and customer experience budget goes to new technology and flashy ads, it’s time to get back to the basics of word of mouth.

Planning For Variation Of Customer Needs

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What happens when things don’t go according to plan? For companies, variation can have a huge impact of how customers are treated, especially if those brands aren’t prepared to handle the changes.

Customer Loyalty Pays, With Marriott’s CMO Karin Timpone

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It’s been a good year for Marriott International, with an estimated market value of $35 billion (according to Forbes). Just five years ago Marriott stock was $36 dollars, today it’s $107 a share. Clearly this is a company with a strong growth strategy. The CMO has held a critical role in its growth.

Last year Marriott bought Starwood Hotels. The $13 billion merger created the world’s largest hotel company with more than 1.1 million rooms and about 5,700 hotels in more than 110 countries. The merger combines Marriott brands, including Ritz Carlton, Courtyard and Residence Inn, with W …
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