Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

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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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.

5 Ways Grocery Shopping Will Be Different In 5 Years

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Grocery shopping has always been a necessity, but the way it’s been done hasn’t changed in decades. The stores may have gotten bigger and flashier, but the core concepts were still the same: customers came into the store, picked their items, waited in line and took them home. But a push for personalization and customer experience, paired with new technology, has led to major changes in the grocery space that are only just beginning. Within the next five years, we’ll see major improvements to the convenience and overall experience of grocery shopping.