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 →

Do You Love Your Car Dealership? Didn’t think so.

Does your car dealership make you feel cared for?

Last time I went to my car dealership (because I was too lazy to do the switch from winter to summer tires myself), I got really mad. Why? Get your FREE Transcript Now! I had called to book an appointment, chose …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 →

The Challenge of Culture Change in Improving Customer Experience

Curtis Kopf, VP Customer Experience at Premera Blue Cross has managed change in many companies

Culture Change is Hard, But Essential to Build a Better Company You may think that managing culture change in an organization with 4,000 employees would be tough. But it’s easy compared to one of the places where today’s guest, Curtis Kopf, …Continue Reading →

Clever! Here Are Some Interesting Ideas About How to Improve Customer Experience

When you are selling high-end appliances or other premium products, customers expect their whole experience with you to be exceptional. German appliance maker, Miele, knows that and does some pretty clever things to improve customer experience. With 17,500 employees worldwide, it isn’t …Continue Reading →

How to Make Your Mobile Strategy Really Suit Customer Needs

Mobile strategy in the early days! Journalist Lucy Morgan

If your mobile strategy is going to work, it has to work for customers and staff Renee Cacchillo, Senior Vice President of Customer, Brand & Technology at Safelite Group spoke about their mobile strategy at the recent CXPA Insight Exchange. In today’s episode we discuss …Continue Reading →