Well, we’ve done it — we’ve sold our rental property and our house. For the first time since 1992, I haven’t owned any real estate (and at one point we had 3 homes). We decided to go all-in with our location independent lifestyle. As I type this, I’m sitting on the patio of a condo […]
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Improving 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 Experience. Everyone is IN marketing whether they realize it or not Customers complain when there is a disconnect between what you promise in […]
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Today 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 I saw this sign and I groaned. “Really?” I thought, “… […]
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My friend Lynne Sagen posted a question on Facebook “If money or time were no consideration I would…” I didn’t have to think about it at all because I learned long ago that time and money are two of the most common excuses for not doing or committing to something. “I don’t have the money” […]
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What is it about traveling to far off destinations that is so ingrained in our humanity? From the beginning of time, our species has traveled to populate the planet. Later, explorers set off to discover “new worlds” and today travelling from one continent to another can be achieved in less than a day. But why […]
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You 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 want to see the personality behind the brand and they want that personality to be honest and congruent […]
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TD 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 — particularly your long-time, most profitable customers? How do you show your customers that they […]
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YOU 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 transformation with an internal focus is because your decisions as a business leader […]
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5 Reasons to Focus on Employee Experience (EX) Lower turnover Attract high-caliber employees Improve customer experience Increase productivity Increase profit EX Insights Gallup research also shows that active disengagement costs the U.S. an estimated $450 billion to $550 billion annually (State of The American Workplace) Only 30% of US Employees / 16% of Canadian employees […]
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5 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 competitors CX Insights In the age of the customer, executives don’t decide how customer-centric their companies are — customers do. (Forrester […]
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