How Cirque Du Soleil & Diamond Resorts Manage Customer Experience Challenges

Not quite ready for Cirque du Soleil (image copyright Tema Frank)

As I listened to Lou D’Angeli, Cirque du Soleil‘s Director of Marketing, Public Relations and Sales, talk at the recent Customer Experience Strategies Summit, two memories came to mind. The first was when I was living in Toronto in the 1980s …Continue Reading →

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 →

If A Lawyer & Bank CEO Can Use Social Media, So Can You!

Peter Aceto, CEO of Tangerine Bank

My first long-term job was working with all the top bank lawyers in this country. I had been debating whether to do a law degree or an MBA. With apologies to my brother (who is a lawyer), this experience sent …Continue Reading →

How To Convince Your Boss To Invest In Customer Satisfaction

Study after study shows that companies with satisfied customers outperform the rest of the market. Yet for some reason, investing in improving customer satisfaction is still a tough sell. In today’s interview, I talk with Kerry Bodine, co-author of Outside In: The …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 →