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Blake Michelle Morgan

Customer Experience Futurist, Author, Keynote Speaker

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Customer Experience Roundup, October 15, 2019

October 15, 2019 By blake

Every choice that a business or consumer makes come with some degree of risk. Business ideas can fail or be a huge success, and a consumer can make a poor purchase decision or a great one. Risk is inevitable, but customer experience should work to highlight the great outcomes and overcome the bad decisions. This week brought three stories about the risks that brands and customers face every day.

More Americans Hiding Money At Home Amid Recession Fears

With increasing talks and fears that America is nearing a recession, a growing number of Americans are taking matters into their own …
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Toys ‘R’ Us Is Making A Comeback As Tru Kids — With A Modern Customer Approach

February 18, 2019 By blake

Toys "R" Us is not putting the nail on the coffin yet. The Toys "R" Us story is well established at this point. The toy company did not embrace digital transformation early enough, treating digital as ancillary, and trusting Amazon to run its ecommerce business. Now in hindsight they and others realize that was a mistake, and a cautionary tale to any other company out there that believes digital is simply an ancillary effort.

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