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

Renee Racine-Kinnear, VP Customer Experience, Digital Channels, at Indigo aims to compete through better customer experience

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 →

Is It Possible To Put the Service Back in Public Service? This Woman Thinks So

True confession: My first career was as a lobbyist. For the banking industry, no less! One thing I discovered is that most civil servants, especially those at mid-to-entry levels, really want to do what is best for the public. (As …Continue Reading →

A Startup’s Secret Weapon … Outstanding Customer Service

Mark Holowaychuk, Founder & CEO of Vitamart.ca

Compete In A Crowded Industry With Better Customer Service One of my weaknesses as an entrepreneur is that if I see even one other company that is offering the same products I want to sell I start to question whether the …Continue Reading →

Winning Advice To Win Back Customers

Johnny Russo, Director, Ecommerce & Digital Marketing, Bentley Leathers

Imagine walking into a new job, leading the e-commerce operation of a retailer that hasn’t been doing a great job with its online customers, right before Christmas. Yikes! That’s the situation Johnny Russo found himself in last Christmas. Johnny stayed calm …Continue Reading →

How To Do Lean Process Improvement In Your Organization

What do Government, Big & Small Businesses Have in Common? If they want to be effective, what they have in common is respect for their staff and a willingness to listen to those on the front lines. This week’s interview …Continue Reading →

Improve Your Customer Service With Journey Mapping & Process Improvement

Highlights clip below re choosing the right technology partner. To hear the FULL episode, use the player bar above. Errol Denger (of IBM when we recorded this interview, now at Adobe), and I discussed the role of customer journey mapping and processes in …Continue Reading →

If A Lawyer & Bank CEO Can Use Social Media, So Can You!

Peter Aceto, CEO of Tangerine Bank

My first long-term job was working with all the top bank lawyers in this country. I had been debating whether to do a law degree or an MBA. With apologies to my brother (who is a lawyer), this experience sent …Continue Reading →

The Secret to Strong Competitive Advantage: Tilt Towards Customer Experience

Time To Tilt Toward Customers We keep hearing about how companies have to be more customer-centric in the digital era. There’s no question that when customers can spread unhappiness with your company around the globe in minutes, you’ve got to …Continue Reading →

Want Your Staff To Care About Customer Service? Care About Your Staff

All Weather Windows believes happy staff are key to business success

Staff Satisfaction is Key To Customer Satisfaction You might think that Human Resources is getting kind of far from this blog’s original focus on online marketing strategy. But to succeed online, one of the essential ingredients is what your staff are …Continue Reading →