Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

Customer Experience Roundup, May 21, 2019

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Many external forces impact customer experience. Modern customers expect brands to be socially responsible and aware of the issues facing our society and environment. This week, we saw stories on a variety of hot-button issues that can make or break companies. In order to create a brand that customers trust and feel comfortable supporting, brands often need to make difficult decisions that are culturally relevant.

The Future Of Customer Experience: What You Need To Know From Today’s Leaders

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In 2017 I had a lot of great conversations with a wide variety of thought leaders. I gathered up some highlight clips from last year’s podcast interviews and put them into one podcast mashup. These clips show how customer experience can be defined and implemented, what it means for businesses. [...]

Breathing New Life Into The Customer Lifecycle

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A lifecycle is a marketing framework illustrating the series of changes that occurs as you move a customer through the marketing and sales funnel. The lifecycle used to be fairly to the point, with a focus on need generation, consideration, engagement, evaluation, purchase, delivery and usage. But because of social media and customer behavior things have changed and there’s a need to re-evaluate the customer lifecycle. Additionally the stages of the lifecycle are not as linear as they once were, now they are more fluid. The customer could jump stages in your lifecycle in a non-linear fashion.

The customer is …
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Customer Experience In The Age Of Social Media

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Customer experience is constantly evolving as new products and technology are introduced, but nothing has changed it more than social media. Instead of brands just talking at customers, social media puts the power back in the hands of the customers and gave them a voice to share their experiences...

StubHub’s Results-Driven Approach To Managing Social Media In The Contact Center

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Since 1987 the share on consumer spending on live experiences and events relative to total U.S. consumer spending has increased 70%. Additionally three in four millennials would rather buy an experience than a product. All of that is good news for StubHub an online marketplace owned by eBay, which provides services for buyers and sellers of tickets for sports, concerts, theater and other live entertainment events...