Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

What Does Customer Loyalty Mean In 2021?

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It seems nearly every company today has a loyalty program, but the meaning of loyalty itself is often still a mystery.

Customer loyalty in 2021 looks different than it has in the past and even than how many companies view it.

According to Bram Hechtkopf, CEO of marketing company Kobie, loyalty is more than just how a customer behaves. A customer who regularly purchases from the same company can appear loyal, but what matters more than the transaction is their emotional loyalty, or how they feel about a brand.

Hechtkopf breaks emotional loyalty into three areas: status, habit …
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How Bank Of America Pivoted To Serve Contactless Customers

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For many people, the days of going to the bank to make a deposit or cash a check are gone forever. Like in many industries, the Covid-19 pandemic has led to a major shift away from in-person banking interactions towards digital services.

The challenge now becomes how to pivot to best serve contactless customers.

According to Holly O’Neill, Chief Client Care Executive at Bank of America, the switch to digital solutions was already in play for the company. The pandemic simply moved up the timeline.

Bank of America’s strategy has always been to deliver world-class service in a …
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How To Modernize Customer Interactions For The Smartphone Era

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It’s a common situation for customers: spending time on a company’s app or website and then having to call customer service for help. Even after spending time searching online, the customer still has to wait on hold, log in or prove their identity and then re-explain the situation and wait to get connected to the right person.

In recent years, many aspects of customer experience have been modernized and streamlined, such as the growth of chatbots and AI. However, even with these advancements, most customer interactions have stayed stagnant and without context.

But that won’t be able to continue …
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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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