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 Customer Experience Can Help You Survive a Boom and Bust Business Cycle

Riding Out a Boom & Bust Cycle is Not Easy. The 3Ps of Profit Can Help

Wednesday, September 7, 2016, is PeopleShock Launch Day! Yes, the book, PeopleShock: The Path To Profits When Customers Rule, has been available for a while already, but I figured there was no point trying to do the “official” launch during …Continue Reading →

How to Launch a Customer Experience Improvement Program

Where to start with your customer experience program?

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

Yes, I’m busy… but some things are just more important!

No Podcast This Week. Here’s Why: Sometimes the world doesn’t unfold as it should. The wonderful man who is both a good friend and was the first early reader for my book recently moved to College Station in Texas to start …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 →

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 →

The Challenge of Culture Change in Improving Customer Experience

Curtis Kopf, VP Customer Experience at Premera Blue Cross has managed change in many companies

Culture Change is Hard, But Essential to Build a Better Company You may think that managing culture change in an organization with 4,000 employees would be tough. But it’s easy compared to one of the places where today’s guest, Curtis Kopf, …Continue Reading →