Myth #2. The customer is #1 It’s very common practice to train employees that the customer is numero uno. It’s also common practice to spend the vast majority of time, resource and financial investment on those customers. But where does this leave your employees? In a world where products can be replicated in record time, what […]
Take 1 hour this Friday and gather your employees. Ask them the following question: “What can we do to make our customers more happy?” It’s important to get insights from a cross-section of your business, not just your marketing department. Why? Your front line employees probably understand your customers better than anyone who works behind […]
As a representative of your company, you are part of the corporate brand. When someone decides whether or not to buy your products or services they’re also determining whether they want you. Just today, I went to my bank to meet with a new financial planner. Within 1 minute I wanted to run from the […]
When I worked agency-side, I spent more time than I care to remember behind one-way mirrors in research facilities. I sat in dimly lit room after room surrounded by bowls of peanut M&Ms, chips and all the bottled water I could possibly drink. I watched and listened as groups of 6-8 ‘consumers’ dissected their experience […]
I have been pondering whether to buy an iPad for about a month. Yesterday I took the leap. I went to apple.ca and bought my little bundle of joy as well as all of the accessories I could possibly need. On the Apple website, it said that shipments would be made in 7-10 business days. As […]