Every business leader and executive I speak with talks about performance. Financial performance, people performance, marketing performance, sales performance, operational performance and so on. Great performance requires people to be onboard, engaged…
Continue readingImproving Your Customer Experience is Easier When You Understand the Following: Customer Experience is in every business decision. The only true differentiation between competitors is the Customer Experience they deliver. Your brand IS your Customer Ex…
Continue readingToday I had lunch at the Boston Pizza in Drumheller, Alberta. If you’ve read my blast about the Boston Pizza in Courtenay, British Columbia in August, you know how unhappy I was with the customer experience there. As I walked to the front door …
Continue readingI purchased a great video editing software a few weeks ago. Fortunately (for me) I have been so busy that I haven’t had a chance to use it yet because all software has bugs — even after the beta testers have given their feedback. I logged …
Continue readingYou likely already know the 5 original “Ps” to marketing – product, placement, packaging, promotion and price. However, in today’s business environment there are 5 new marketing “Ps” to consider to transform your business. Personality – People w…
Continue readingI have always been a champion for the customer, which is why I look at the customer experience first when I help business leaders to transform their businesses to become more profitable. People can power profit — or they can destroy it. And sadly — mor…
Continue readingTD Bank Takes a Page from WestJet — Combining a personalized Thank You with great PR Watch and you can’t help but feel moved. This video shows the power of a personalized thank you. How are you thanking your customers — particularl…
Continue readingYOU have been a person a lot longer than you’ve been a business leader and as a result, you have beliefs (some of which could be self-limiting) and you have dreams, whether you’ve explored them or not. The reason why we start business transforma…
Continue readingHere’s what happens when you don’t give up… gotta love his ingenuity and tenacity! Would you try as hard to get what you wanted? Sadly most people quit right before their breakthrough. If you truly want to reinvent your life or trans…
Continue reading5 Reasons to Focus on Customer Experience (CX) Increase Customer Lifetime Value (CLV) Decrease Customer Acquisition Cost (CAC) Support an increase in employee engagement Create brand advocates and greater loyalty Differentiate your company among compe…
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