What Customers Say & What They Do Can Be Very Different

What motivates meat buyers? Market research showed surprising results!

AKA, The Meat Lovers Marketing Research Episode When Barry Davis, AVP of marketing research firm, Leger, started chewing on what consumers had told his firm motivated their decisions when buying meat, he found the results tough to swallow. Get your …Continue Reading →

Does The Government Really Care About Your Opinions?

Most of us have been in a long government service lineup at some point.

Who hasn’t stood in a lineup trying to access a government service? It’s so easy to bash government service departments, especially when you’ve spent an hour in a lineup only to be told you are missing something and have to start all …Continue Reading →

How Upping Their Customer Service Led to Growth in a Recession

Craig Nadeau, of Maxim Constructors

Can Customer Service Recession-Proof Your Business? There are an awful lot of empty offices in oil capital Calgary these days, but a company that does tenant improvements has managed to grow anyway, thanks in part to an increased focus on …Continue Reading →

How Better Web Accessibility Can Boost Your Sales

Web Accessibility helps everyone: In user testing people in their 40s are most annoyed by small, low-contrast fonts.

Web Accessibility Is Not Just for Disabled People! According to today’s podcast guest, Joanne Pires, of eSSENTIAL Accessibility, 1 in 5 Americans self-identify as having a disability. Get your FREE Transcript Now! And that doesn’t even include the masses of …Continue Reading →

How Can a Bank Convince Customers It Really IS Different?

When all banks seem the same, how do you convince customers yours is different?

Yeah, sure you’re different from all the other banks. (This is part 2 of my interview with Dave Mowat, CEO of ATB Financial. Click here for Part 1.) ATB Financial, a government owned financial institution with about 5,300 employees and $46 …Continue Reading →

What?! This Bank WANTS its Employees to Break Rules?

Dave Mowat, CEO of ATB Financial, says in this week's interview that sometimes it's a good idea for employees to break rules!

It’s hard to find an industry much more risk averse than banking (especially these days), so it was startling to hear ATB Financial CEO, Dave Mowat, tell me that he’s trying to encourage employees to break rules! The key, obviously, is …Continue Reading →

How to Keep Your Small Business Strong in Times of Crisis

What Would Happen to Your Small Business if You Couldn't Run it Anymore?

Would Your Small Business Survive If You Were Gone? Entrepreneurs and small business owners are often advised to think about what would happen to their business if they were hit by a truck. It’s a horrible thing to contemplate, but that sort of thing …Continue Reading →

This guy bought a restaurant with a bad reputation. Then what happened?

Kevin Sembaliuk bought a Wild Wing franchise that was nearly dead. He turned it around by focusing on customer experience.

Can You Really Do a Restaurant Turnaround When Things are This Bad? It took a lot of guts to buy the failing Wild Wing restaurant franchise in Sherwood Park, Alberta, but Kevin Sembaliuk was convinced he could manage a restaurant turnaround based …Continue Reading →

How To Convince 35 Brand Managers To Focus on Customers, Not Brands

Martin Aubut, Digital Director, L'Oreal Canada

It’s Time For Multi-Brand Companies to Focus on Customers Instead of Brands Martin Aubut is the Digital Director at L’Oreal Canada, which owns some 35 brands. When he took the job, he realized that to succeed today, it no longer …Continue Reading →