Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

Blake’s 5% Rule For New Year’s Resolutions

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It’s the time of year when everyone is making New Year’s resolutions and setting goals for the coming year.

What do you hope to achieve in 2021? How do you want to improve yourself and your career?

For many of us, it’s been a complicated year and we’re looking for some change and improvement.

But too often we fall into the trap of thinking we have to reinvent the wheel and start completely fresh. If we want to make more money, we have to start a brand new business. If we want to lose weight, we have to go …
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Shep Hyken’s Prediction For 2021

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What’s the word of the year for customer service?

According to business and CX expert Shep Hyken, it’s empathy.

Hyken has years of experience in customer service and is a popular speaker and author. Like all of us, he saw the dramatic challenges businesses faced in 2020 and the pivots they had to make. Businesses and customers are adjusting to their new way of interacting and facing constant change, especially as we head into the new year.  

Here are some of Shep Hyken’s predictions for 2021:

Customers Continue To Get Smarter

Today’s customers know what good customer …
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How Shake Shack Grows Its Brand Through CX

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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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Six Ways To Support Employees During COVID-19

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What do you do when everything about how you run a business goes out the window?

Software company Red Hat is regularly recognized as one of the best places to work, in part because of its strong community and culture. But when the COVID-19 pandemic forced employees around the world to work from home, the company had to find new ways to support its employees.

DeLisa Alexander, Red Hat’s Chief People Officer, is leading efforts to stay connected to remote employees and support them to become their best selves, even in times of stress and uncertainty.

Here are …
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How To Master Customer Experience Leadership

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A customer focus and strong customer experience starts from the top. In order for companies to be totally customer-centric, they must have strong leaders. 

However, we’re facing a leadership crisis today where most leaders don’t know how to lead. Jacob Morgan (who just happens to be my husband) is a best-selling author and expert on leadership and the future of work. As he was conducting research for his book, The Future Leader, he came across this startling statistic: most people become leaders in their mid to late 20s, but they don’t receive formal leadership training until …
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Beyonce’s Former Lawyer On How To Overcome The Biggest Mistake Women Make In Business

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Women like Beyoncé command attention, both on stage and in the boardroom. But channeling your inner Beyoncé starts by avoiding a common and costly mistake most women make in business. Trust the woman who served as the personal attorney for many famous musicians, including Beyoncé and Jay-Z.

Jennifer Justice, better known as JJ, spent years as a music lawyer before founding The Justice Department, a female-focused strategy and law firm. She says the biggest mistake women make in business is not negotiating for themselves.

Negotiating For Yourself From Beyonce and Jay-Z’s Lawyer

Justice says that too often, women don’t …
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The World’s Top Female Futurists

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The world is changing at a frantic pace, which will only continue to speed up in coming years. At the cusp of those changes are futurists, who keep their eye on what the coming months, years and decades may bring. And more than ever, women are making their mark on the field.

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.

101 Of The Best Customer Experience Quotes

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All over the internet there are customer service quotes, marketing quotes and sales quotes, but rarely do we see a round-up of quotes purely based on customer experience. Customer experience as a discipline has only grown in importance, with google searches on the phrase customer experience increasing steadily in the last few years. Growth IQ author Tiffani Bova recently shared a stat that google searches of the phrase "customer experience" have nearly tripled in the last decade - and now the term hashtag #CX is at an all time high (2004-2019). Here I have compiled 101 of the top customer experience quotes, and I hope one of these quotes can inspire you in your own efforts to make your organization more customer-centric.

The 10 Habits Of Transformational Leaders

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A growing number of companies are looking to hire transformational leaders. These are the people who create positive changes in their employees and companies. Transformational leaders are billed as leaders of the future who can help their companies through turbulent times full of change and innovation. But what does it actually mean to be a transformational leader and how can you become one? Here are 10 habits of transformational leaders.