Staples’ Secret For Online Success? Extreme Customer Focus

Hard to imagine, given that Canada is still way behind when it comes to e-commerce, but Staples Canada was in the first wave of companies in the world to test the online waters. The secret to their success, says its CEO, …Continue Reading →

A Sure-Fire Way To Scare Off Customers!

Don't scare off potential customers. Make it easy for them to wander in

Have you ever stood outside a restaurant looking at its menu, trying to decide whether to choose it or one of the half-dozen other restaurants on the same street? How would you react if the maitre d’ suddenly came out …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 →

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 →

How An Online Entrepreneur Got 120,000 Customers in 2 Years!

Online Entrepreneur, Rakesh Soni, founder of LoginRadius

Rakesh Soni, who emigrated from India to Canada in 2006 to do a Master’s Degree in Engineering at the University of Alberta, is well on his way to becoming one of the web’s next big online success stories. Frustrated by …Continue Reading →

Call To Action: Don’t Make This Online Marketing Mistake!

Don’t Shy Away From a Call to Action When I look back on it now, I wonder how much consulting business I lost in my early days because, like so many sales people, I was afraid to put a “call …Continue Reading →