Are Car Dealers Next To Be Disrupted by Amazon?

We love to go bike riding, but sometimes you need a car big enough to get your bikes to the start of the ride.

The last time I bought a car we had a very specific requirement. The vehicle had to be big enough that we could fit two bicycles inside. We’d destroyed too many bikes by forgetting they were on the rooftop carrier, …Continue Reading →

Get a Pedicure While Your Car is Being Serviced? How One Lexus Dealership Grows Through Over-The Top Customer Service

Bruce Kirkland, of Lexus of Edmonton West, demos the massage chair guests can enjoy while their car is being serviced.

Fresh Thinking at This Lexus Dealership Leads to Growth & Incredible Customer Loyalty Bruce Kirkland had no background in the auto industry when he was talked into setting up a Lexus dealership. Thirteen years later, Lexus of Edmonton West is …Continue Reading →

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 →

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 →

How to Recession-Proof Your Business

People pay extra for entertainment

During the last recession, Brian Gracon, author of Meconomics 101: 16 Ways to Improve Your Marketing, Selling and Business Management for Today’s Consumers, wondered why it was that some businesses were still busy, even when unemployment was high. What was …Continue Reading →

The Death of Inbound Marketing (& What You Can Do About It)

Sales pro, Jill Konrath

OK, so Grant Cardone may love cold calling, but most of us hate it. (And, frankly, I find Cardone’s approach seriously off-putting). So, like many people, I was thrilled when “inbound marketing” became a thing. I had fantasies about never having …Continue Reading →

How To Really Piss Off a Customer

Don't let business slip away because of bad customer experience

Don’t Make These Stupid Customer Service Mistakes If you want to lose business, check out today’s podcast (and/or read the blog post). Yes folks, this really happened. Please don’t make these mistakes! On July 31 I bought a product that …Continue Reading →

How Upping Their Customer Service Led to Growth in a Recession

Craig Nadeau, of Maxim Constructors

Can Customer Service Recession-Proof Your Business? There are an awful lot of empty offices in oil capital Calgary these days, but a company that does tenant improvements has managed to grow anyway, thanks in part to an increased focus on …Continue Reading →