A Sure-Fire Way To Scare Off Customers!

Don't scare off potential customers. Make it easy for them to wander in

Have you ever stood outside a restaurant looking at its menu, trying to decide whether to choose it or one of the half-dozen other restaurants on the same street? How would you react if the maitre d’ suddenly came out …Continue Reading →

Why The Net Promoter Score Is Overrated (& What You Should Measure Instead)

Net Promoter Score is Overrated

When you need to buy some new clothes, do you go to more than one store or website to find them? How do you decide which stores to go to? Today’s guest, Tim Keiningham, author of The Wallet Allocation Rule: Winning the Battle …Continue Reading →

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 →

How Cirque Du Soleil & Diamond Resorts Manage Customer Experience Challenges

Not quite ready for Cirque du Soleil (image copyright Tema Frank)

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 →

How To Win Internal Support for Customer Experience Improvements

How Do You Get People To Help You When You Have No Clout? I was a Parliamentary Intern in the last year of the Pierre Trudeau regime in Canada. Working with politicians you learn a lot about how to influence …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 →

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 →

Give The Gift of Caring To Your Staff …

… And They’ll Give The Gift of Service To Your Customers “Nobody dreams of being a janitor,” says Mary Miller, the CEO of the highly successful janitoral services company, Jancoa. And yet, she says, “More people have worked in the janitorial …Continue Reading →