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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Pinterest and the Future of Shoppable Content

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People browse Pinterest for inspiration on recipes, fashion, home décor, health and wellness, travel and much more. But in the future, that browsing could easily turn into shopping. Pinterest is leading the charge for smooth, shoppable content—the future of retail and customer experience.

According to Dutta Satadip, Chief Customer Officer at Pinterest, the company tries to strike the balance between knowing when to personalize and when to scale. Customers want relevant recommended content, but they also want access to a wide range of ideas. Most customers come to Pinterest to find something, so Pinterest is moving in the direction …
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Customer Experience Round-Up: April 13

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As public health professionals predict when social distancing can end and the economy can re-open, many people are considering the potential long-term effects of the coronavirus pandemic on large industries. In-person shopping, dining and entertainment have been upended by the virus, and the impacts could be incredibly long lasting. Fragile industries like brick-and-mortar retail and restaurants might not be able to survive if they don’t adapt and evolve. This week brought three predictions for the future of major industries.   

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 Costco Continues To Focus On Customer Experience During The Coronavirus Pandemic

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Every aspect of Costco’s customer-centric approach is intentional and focused on creating a unique shopping experience for customers — even during the coronavirus pandemic. By putting customers first in every choice and innovation, Costco continues to build its loyal customer base and show brands in other industries just what it takes to be totally customer-centric.

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.

The Five Lessons From Trader Joe’s Unbeatable Customer Experience

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By bucking many industry trends, Trader Joe’s creates an unbeatable customer experience that can be emulated by brands in any industry. The store focuses on creating amazing individual experiences and builds real relationships instead of just pushing products. Relaxing, having fun and valuing customers and employees pays off in spades at Trader Joe’s.

Customer Experience Round-Up: March 2

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As one of the largest retailers in the world, it’s no surprise that Amazon is regularly in the news. The company stands out not only for its innovation, but also for its customer-centric culture. Brands across all industries seek to follow in Amazon’s footsteps for growth and customer focus. This week brought three stories highlighting Amazon’s customer experience and influence in the retail space.

Customer Experience Round-Up: February 10

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Brick-and-mortar isn’t dead, but it is changing. Brands that stay close to customers and evolve to meet their needs can still have great success in the physical space. These stories show that companies need to take time to re-evaluate their offerings to create the best possible customer experience.

10 Customer Experience Alternatives To Competing On Price For The Holidays

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Customer-centric companies don’t compete solely on price. With many items becoming commodities, the best way to stand out and be sustainable is to offer a strong customer experience.