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 →

Omnichannel Customer Experience: Can Banks & Others Get It Right?

Computer, phone, store or bank branch - people want a seamless customer experience

This week’s podcast highlights some of the take-aways from last week’s Digital Customer Experience Strategies Summit in Chicago, at which I had the honor of being on the first panel of the event. Banks, Telecomms, and B2B Companies Grapple With Omnichannel …Continue Reading →

How to Launch a Customer Experience Program in a Big Company

Where to start with your customer experience program?

Customer Experience Program Challenges Big and small companies have different challenges when it comes to implementing a customer experience program, but there are things each can learn from the other. That’s why this podcast and blog range from last week’s …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 →

Why Your Sales Reps Have To Get Better at Cold Calling

Don't be fake when cold calling. It just upsets prospects.

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 →

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 →

How To Deal With Customers Who AREN’T Always Right

The Customer Isn't always right!

If you’ve ever worked in customer service, there’s a good chance you’ve had to deal with cranky, unreasonable, lying (or at least, exaggerating) customers. It can be sooooo frustrating! And yet, we keep preaching that our front line staff have to …Continue Reading →