The Advertising Industry is Doomed, says Retail Expert Doug Stephens

The advertising industry is going under, says retail guru Doug Stephens

The Advertising Industry Won’t Be Useful Anymore In his provocative new book, Reengineering Retail, expert Doug Stephens argues that the whole point of advertising was to drive people to stores and then help them remember specific brands once they got …Continue Reading →

How to Get Your Team Ready to Rev Up Customer Experience

What a great view to end a day of cycling in the mountains of Corsica!

Two Takes on Staff & Customer Experience Improvement There’s nothing like a real holiday, disconnected from the Internet, to get you revved up and refreshed. I’ll tell you more about mine at the end, but first let me tell you …Continue Reading →

Customer’s AREN’T Always Right, Dammit! So What Can A Seller Do?

Angry Customer? Or Angry Seller? Customer's aren't always right. So how do you deal with that in our social media era?

This is a replay of one of our most popular episodes, first aired in April of 2016. If you missed it, have a listen; lots of good stuff in here! If you’ve ever worked in customer service, there’s a good …Continue Reading →

Can Retailers Survive in the Age of Amazon?

Vinod Bidarkoppa, Retail Innovator

Retail Survival = Seamless Experiences One of my favorite omnichannel retail stories is from Tesco in Korea. So when I spoke about changes in the retail world at the Seamless Africa conference a few weeks ago, I put up this …Continue Reading →

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 →

Why Winning Companies Create Simple But Unique Value

Customer Experience Guru, Chip Bell, talks about adding unique value instead of added value.

  In today’s podcast interview, multiple best-selling author, Chip Bell, discusses his new book, Kaleidoscope: Delivering Innovative Service That Sparkles, and the importance of going beyond good customer service to — not great service, but unique value service. In other words, you don’t …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 →

What To Do When You Get a Horrible Review

Have You Been Dissed on a Review Site? Let’s face it: you can’t please all of the people all of the time. If you are in the type of business where people leave ratings, at some point you’ll be hit …Continue Reading →