Category Archives for "Customer Experience"

5 Ways to Improve Performance

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, aligned and passionate about the vision, purpose, passion, goals, personality and promise of the business – and this is one of the biggest […]

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5 Surprisingly Simple Ways to Improve Your Customer Experience

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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Customer Experience Boston Pizza Style

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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Want to Make Your Customers Feel Special? Thank Them!

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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Enlightened Capitalists Focus on Customer Experience

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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How to Win The Hearts of Your Customers and Employees

Learn a Customer Experience and Employee Engagement Lesson (While also learning about great PR!) WestJet knocks one out of the park for its customers and its employees! Check out the video and see what elements you can do in your own business to improve your customer experience and employee engagement.  We don’t all have the […]

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Is Your Customer Loyalty on Life Support?

What is customer loyalty?  Does it even exist — after all customers can be loyal to your business because of convenience only, yet given a change in their lives — whether a new job or a new home, their loyalty vanishes.  Customers can also be satisfied while doing business with you yet they aren’t loyal. […]

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Living Your Brand Promise

“How can I optimize my marketing budget?” and “How can I get more sales?” … these are two questions that I’m regularly asked and they are not only valid questions but they are indicative of reality… we need to spend less on marketing (and other expenses) while we increase our sales (and profit). My answer […]

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