Category: Uncategorized

Has your company designed your customer experience in a similar fashion to how you mapped out this year’s marketing efforts? In 2013, BC Business, a leading business publication in Vancouver, published a study that my team and I had produced.The study revealed that 87% of executives believed that their company was… Read More»

Do you have a marketing plan for your business? I’d guess yes.Has your company formally strategized and developed a way to attract the millennial consumer? I’d guess no.Many companies like Shyp, Postmates, and Grub Hub have already planned how they are going to attract millennials. They didn’t simply email statistics… Read More»

Would you buy products or services through Instagram? Before you say “no,” consider the following.Last week, Instagram announced their new ad platform.Think of how far advertising has come and how it used to negatively impact the customer.When I was 10 years old, I had a paper route. The worst part of being a… Read More»

Is your company genuinely customer-centric or is it a marketing ploy?If your answer is the latter, it can be difficult to admit, but the reality is that most companies claim to be customer-focused when they’re not.Warby Parker is the former.Warby Parker, whose company name is derived by combining two character names… Read More»

Like me, do you find parallels in business and sports?Growing up I played hockey, soccer, basketball, volleyball, and baseball. Today, I still play weekly pick-up games with my friends to break a sweat and disconnect from work. Playing sports my entire life, I have found many similarities in business and sport.… Read More»

What is your company’s key focus?Are you customer-centric? Product-centric? Marketing-centric? Employee-centric?While customer experience must be at the core of your company, it can’t live in isolation from great products or services. This post was inspired after reading a Gary Vaynerchuk post. He explains, within that post, that a great product… Read More»

Is customer service average in most industries because we, as consumers, complain too much?For example, take into account your own personal experiences as a consumer. Do you contact a company to acknowledge their great service as quickly as you do when you’ve received bad service?I recently came across a Venture… Read More»

How do you personally define a customer-focused company? I’m not talking about a company that claims to be customer-focused but one that genuinely obsesses over improving their customer experience. Year after year, we hear of companies of all sizes wanting to focus more on their customer experience. While some actually use the appropriate resources to… Read More»