Customer Experience

Beware the Lost Customer

Beware the Lost Customer



By Dale Lawrence

Operational leaders, over the past five months of COVID-19, have mostly focused on managing costs, making decisions on difficult layoffs and furloughs while trying to convince their customers to purchase goods and services. This has been a balancing act, but the customer likely has taken a back seat to the other operational needs. In a number of areas, the customer’s experience has been forgotten.
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How to reduce customer anxiety in car sales

contactless car sales

By Julia Borges

Purchasing a vehicle is always a big deal. From deciding between various vehicle options to filling out all necessary paperwork, it can certainly cause a fair amount of anxiety for customers. Financing or leasing a car has always been viewed as a long, tedious process with many steps that will most likely keep customers there for the majority of their day – and in some cases, can even take multiple days.

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Brand Empathy - Why it’s Important for a Positive Customer Experience

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By Leah Ladipoh

Brands need to constantly adapt to ever changing demands of customers as information and goods move at an increasingly rapid rate. The customer experience strategy is critical for all modern brands and businesses as the global digital revolution continues. Brands of all sizes need to review this strategy obsessively to ensure that brand messaging, customer service skills and communication strategy are aligned throughout all levels of the organization.
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How to Put Empathy First: 4 Tips to Improve the Customer Experience

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By Leah Ladipoh

Why is empathy important to the customer experience? The answer is simple - but brands will find the journey difficult to navigate. Empathy diffuses frustration, creates brand loyalty and creates a positive feeling of both customer and brand representatives.
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COVID-19 – An opportunity to live your values in the eyes of your Customer

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By Eric Michrowski

The COVID-19 Black Swan event has provided a unique opportunity for brands to demonstrate how they live their values, particularly as it relates to Customers. Some brands have stepped up and demonstrated their customer-centricity in challenging times. Others have tried to pursue profit over Customer loyalty.
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Customer Behavior for Frontline Workers During COVID-19 Pandemic


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By Vicki Scott

As the world comes to grips with the COVID-19 pandemic, our reality as consumers has shifted to one of empty store shelves, long wait times, changes in store hours and even store closures. However inconvenient this may be, it is important to note that retail workers are among the highest risk frontline workers next to healthcare providers and essential service providers. For some consumer-based businesses, they may even fall under the essential service guidelines announced by government; this may include grocery stores, drug stores, pharmacies, financial institutions and postal outlets. As such; workers in these industries do not have the option for self-isolation, we rely on them; whether they are customer facing or behind the scenes, to assist in providing us with the necessities we need daily.

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COVID-19 Pandemic Planning: 8 Considerations to put the Safety of Your Teams and Business First


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By Eric Michrowski

The COVID-19 Pandemic is rapidly becoming a topic of urgent executive dialogue in the US and Canada as the rate of infections is rapidly growing and spreading within the community. As the landscape is swiftly evolving, several large gatherings and sporting events have been cancelled and the markets have responded wildly. Many businesses have responded swiftly and proactively while others with global footprints had to immediately respond in January with the first signs of an outbreak in China. Others are working through their strategies at this moment. Read More...

Executive Fireside Conversations: Building an Army of Problem Solvers in a High Growth, Entrepreneurial Disruptor

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By Eric Michrowski


I was recently meeting with the CEO of a professional services firm that has developed a business model, which is quietly disrupting his industry. Founded in a dislike in the conventional business model that his competitors have been reinforcing for decades, he has changed a few key variables to transform the service offer, namely:


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Data – Are You Using It to Best Your Competitors?

Data Are You Using copy

By Eric Johnson

Data is only useful when it is used to change behaviors, processes and/or activities.
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The Propulo Approach


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By Eric Johnson

In the pursuit of an ever-elusive profit margin, organizational complexity tends to increase relative to the outputs of the business. Customers are demanding increased features of products and services yet competition places downward pressure on pricing. At this point, operational processes become a strategic advantage: how can you deliver your products and services at the level your customers want but at the ease and cost structure your company needs? Read More...

The Disconnect Between You and Your Customers is Customer Care

The Disconnect

By Eric Johnson

The customer care agent is the lifeline between the organization and people it serves, and should be viewed as such Read More...