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 →

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 →

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 →

Customer Service Screw-ups by Ikea, Sleep Country & Canadian Tire

IKEA hasn't figured everything out

My credit card was burning this September, as I helped my daughter move into her first apartment. Sadly, it wasn’t just my credit card that got burned. Right when I think Canadian retailers are finally starting to care about customer service …Continue Reading →

Learn the Secret to Selling Online at Premium Prices

There are thousands of companies selling t-shirts online. I know this because I actually looked into doing it myself, as a social business model. I decided not to, but Bay Yess, founder of Tagged Threads, went for it, and is …Continue Reading →