Want More Loyal Customers? Start By Helping Your Suppliers!

Loyal Customers Come from Great Suppliers: A challenge in the home building business

When customer experience experts talk about creating loyal customers we often start by telling you to figure out what your customers’ needs and wants are. Next, we tell you to look at how you are treating your staff. But there’s another component that’s …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 →

When Distributors Stand Between You & Your Customers: Can You Still Guarantee Great Customer Experience?

You lose some control if you have a known brand but sell through distributors. How can you ensure consistent customer experience?

Have you ever thought about the challenges of delivering consistent, excellent customer experiences when you have to sell through third parties? Today’s episode brings you interviews with two speakers I met  at the B2B Online Conference in Chicago who grapple with that …Continue Reading →

A Startup’s Secret Weapon … Outstanding Customer Service

Mark Holowaychuk, Founder & CEO of Vitamart.ca

Compete In A Crowded Industry With Better Customer Service One of my weaknesses as an entrepreneur is that if I see even one other company that is offering the same products I want to sell I start to question whether the …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 →

What’s Harder: Climbing Everest or Selling Online?

Jamie Clarke, co-founder of Calgary-based LiveOutThere.com, is an optimist. Only an optimist would create a career of being a “Professional Adventurer”, and, some would argue, only optimists throw themselves head first into selling online in Canada. Canada: A Land of eCommerce …Continue Reading →

Another Canadian Contender to the Zappos Throne

The average Canadian woman, according to today’s interview guest, buys 12 pairs of shoes a year. I’m not a shoe fetishist, but if I didn’t have a toe injury that prevents me from wearing sexy heels, I just might join them! …Continue Reading →

How to Cut Costs & Up Order Sizes: Ecommerce Trends in Order Fulfillment

Ecommerce Trends in Order Fulfillment

Once upon a time, there were warehouses. The warehouses shipped products to stores. Customers bought products at those stores and brought them home. Many years later, warehouses and stores started to merge, and turned into big-box retailers, like IKEA and Home …Continue Reading →