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Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

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How Shake Shack Grows Its Brand Through CX

November 3, 2020 By blake

If you’ve been to one of Shake Shack’s 300-plus locations around the world, chances are you’ve had to wait in line. The restaurant draws a crowd with its fresh ingredients and elevated take on fast food. The entire brand is built around great food and great service, and it’s a hit with customers. Shake Shack stands out because of its fine dining-inspired approach to burgers and fries. The restaurant uses real ingredients, fresh flavors and great chefs to make food to order. The wait might be a little longer, but customers don’t mind standing in line to get amazing…
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Customer Experience Roundup, July 1, 2019

July 2, 2019 By blake

Customer service and customer experience are often used interchangeably. While the two concepts are actually separate, service is a vital part of the overall customer experience. It’s no coincidence that brands with great customer service also tend to have a great customer experience. Here are three stories from the week that show the power of customer service and how creating great relationships and innovative services can launch companies to the next level and help customers.

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