Category: Uncategorized

Is your company still busy wondering about the ROI of social customer service?Venture Beat published an awesome post on KLM, the European airline, on how their 150 social media customer service agents have generated annual revenue of $25 million through social media. For many social media pioneers this doesn’t come as… Read More»

If you want to deliver a strong, effortless customer experience, you should ensure that it saves your customers time.Sounds obvious, right?If so, why is it that some companies still deliver a rudimentary customer experience, and not a “blink and you’re done” process?Customer experience isn’t just about making our customers happy, although… Read More»

Have you ever had to convince your CEO or department leader of the importance of customer experience?How about having to justify the investment in designing, developing, and deploying your company’s customer experience?If you have said “yes” to either of these questions, I have some good news! But I also have… Read More»

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»