Customer Experience

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?

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By Eric Johnson

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