Is LinkedIn Dying?

In 2004 I set up my LinkedIn account. It seemed like an exciting new way to connect with colleagues and potential clients. I was thrilled when LinkedIn launched groups. An even better way to find people who made sense for …Continue Reading →

LinkedIn – New advertising approach

We’ve heard for a long time about how companies are using things like our Facebook information to target “relevant” ads to us. Today I was on LinkedIn and spotted the most direct and clever application I’ve seen of that recently for promoting …Continue Reading →

Is Your Company Measuring the Wrong Things in its Customer Experience Program?

Does Your Organization Have a Customer Experience Program? Thinking About It? In today’s interview, Steve Walden, author of the new book Customer Experience Management Rebooted, argues that too often our corporate obsession with metrics in customer experience programs leads us …Continue Reading →

Why Your Sales Reps Have To Get Better at Cold Calling

Cold Calling Isn’t Dead?! I wish cold calling were dead. I really do. I don’t like making cold calls and I don’t like being on the receiving end. But according to today’s guest, Mari Anne Vanella, the problem isn’t cold calls; …Continue Reading →

How To Compete Against Amazon When You Can’t Win on Price or Speed (& More on eTail)

Is It Possible To Compete Against Amazon on Books? [NOTE: To see my full notes from the eTail conference, scroll down to after the notes on my interview with Renee.] At the recent eTail Canada conference I interviewed Renee Racine-Kinnear, VP …Continue Reading →

How Cirque Du Soleil & Diamond Resorts Manage Customer Experience Challenges

As I listened to Lou D’Angeli, Cirque du Soleil‘s Director of Marketing, Public Relations and Sales, talk at the recent Customer Experience Strategies Summit, two memories came to mind. The first was when I was living in Toronto in the 1980s …Continue Reading →

Want Some Customer Experience Love? Learn To Love Numbers!

They say that opposites attract. Maybe that’s what led my artsy, creative, marketing side to fall in love with numbers. OK, so I don’t really love numbers, but I absolutely love what they can tell me about consumer behaviour. And, as …Continue Reading →

Build Your Business Online: Don’t Panic – Start Here!

You Know Your Website Isn’t Enough to Build Your Business Online, but… Last week I gave a talk to the Residential Construction Industy Conference in Edmonton, Alberta. Their business is booming these days, so it’s not too surprising that many …Continue Reading →