When marketing and sales silos do not align customer experience suffers

Posted by Steve Whittington on Dec 5, 2017 8:54:10 AM

Company SilosRecently, I experienced a very effective marketing experience that was seamlessly connected to the start of the sales process. I have to admit I was impressed; until I went to the physical location and was immersed in their in-store experience.

So what happened?

I was triggered by a radio ad for an item I am considering purchasing.

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Topics: customer experience, Customer Series, Marketing Series, marketing, Sales process, Blogs

Making magic happen with Sherry Kennett

Posted by Steve Whittington on Nov 17, 2017 7:00:30 AM

Sherry KennettSherry has dedicated her professional life to helping other succeed.  She does this through her organization Invest in You in partnership with the Disney Institute.

Her Mission: Empowering people through inspirational learning experiences

With the support of Alberta Chambers of Commerce, Sherry Kennett-Shmyr founded Invest In You Today in 2015 with a mission to make the Walt Disney’s world class excellence training available and affordable in Western Canada to help empower people through inspirational learning experiences.

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Topics: customer experience, Disney Institute, Podcasts, Sherry Kennett

The three reasons why I am taking parental leave

Posted by Steve Whittington on Sep 21, 2017 2:03:24 PM

Steve Whittington with his children on parental leaveAs of September 5th I have been on parental leave. The responses I have received to this decision have been encouraging to the point in which I felt I needed to share. I have received hundreds of supportive messages from co-workers, vendors, friends and family regarding this decision. Mostly from males, and many stating they wished they had taken some time with their kids or they are proud of me for doing this. As text, IM, or email poured in with the continuing theme, I came to understand the response is a derivative of something deeper. Why were so many men wishing they had taken time, and why was I being congratulated for deciding to support my wife, become a better dad and live up to my ideals of equality in our society?

So I decided to do a little research and I was surprised and alarmed by what I discovered:

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Topics: Blogs

Always moving forward with Kendal Netmaker

Posted by Steve Whittington on Sep 21, 2017 7:18:15 AM

Kenal NetmakerKendal is one of Canada’s top entrepreneurs and motivational speakers who grew up on Sweetgrass First Nation, SK. He was raised single-parented, living on welfare and no opportunity to be involved in after school sports. In grade 5, his best friend from South Africa gave Kendal a helping hand by giving him the opportunity to take part in soccer. He never forgot about what his friend had done for him when he later founded the popular clothing brand, Neechie Gear. A lifestyle apparel brand that empowers youth through sports. A portion of profits help fund underprivileged youth to take part in sports.

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Topics: Steve Whittington Podcast, The other 99 percent; Kendal Netmaker, Podcasts

Customer Journey Critique - To protect and smile

Posted by Steve Whittington on Sep 11, 2017 9:27:27 PM

Edmonton Police Service logoA little while ago I had to get a reference check for a non-profit board I serve on.  I audibly groaned at the thought, but it needed to be done.

My perception versus the reality of what occurred was night and day, in fact I could say I was delighted by the experience with the Edmonton Police Service.  Who says that?

Well I do, at least for this experience.  In keeping with my desire to review a business every month (I missed August) against the four stages of the Customer Journey, I thought why not review a public service? To kick-start the critique, this is my Net Promoter Score for the EPS background check:

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Topics: customer journey critique, Edmonton police service, Customer Journey, Blogs

Supporting causes with content from the Dalai Lama to the United Nations with Katrina German

Posted by Steve Whittington on Jul 24, 2017 1:23:11 PM

Katrina German calls herself a Saskatchewan gypsyKatrina German. To date she has had an interesting career and I expect it will continue to be very interesting.  She is an individual dedicated to helping individuals and organizations tell their story. It is through stories that causes and ideas get amplified. Katrina's slogan: “I make good ideas louder. “

Katrina is a seasoned executive, leader, and strategist that has influenced millions of people through digital storytelling and online media.

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Topics: Podcasts

Customer Journey 8 key metrics to measure

Posted by Steve Whittington on Jul 6, 2017 4:32:46 PM

4 Stages of the Customer JourneyMany will say a great customer journey is accomplished with great customer service at every touch point of that journey. Many experts say that creating a great customer experience is simple, you just need to genuinely care about your customer.  If it’s so simple, why are so many brands falling down?  Perhaps it is because they are not gathering the objective facts measuring their customer journey. Case in point: 80% of companies believe they deliver superior customer service but only 8% of people believe these same companies deliver superior customer service (source: Lee resources). This is a massive disconnect which I believe is occurring because the customer journey is not being measured and looked at as a whole.

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Topics: customer experience, Customer Series, Customer Journey

Customer Journey Critique - A cut above the rest

Posted by Steve Whittington on May 10, 2017 10:58:51 PM

In an effort to further study the Customer Journey, I have taken observations beyond the myopic environment of the brands I serve to the broader marketplace.  I am proposing a monthly review of a business where I will describe how the customer journey was for me and critique the four stages of the customer journey. If you need a reminder of  the four stages of the customer journey, it is outlined in this blog.

This week I am starting with a B2C service brand. To kick start the critique, this is my Net Promoter Score for the brand in question:

On a scale of 1- 10; 1 being the least likely and 10 being the most likely, how likely are you to recommend this brand to friends, family and colleagues?


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Topics: customer experience, customer journey critique, Customer Series, net promoter score, Customer Journey, Net Promoter System, Blogs

Making Things Mobile with Chad Jones

Posted by Steve Whittington on May 10, 2017 8:05:47 AM

Chad JonesOn this episode of The other 99 % the guest is Chad Jones. Chad is the CEO of  Push Interactions, formerly CollegeMobile, is an award-winning developer of customized smartphone and tablet applications for organizations, specializing in Apple iOS, AndroidTM, BlackBerry®, and Windows® Phone. Push’s feature-filled mobile apps are designed to improve customer retention or workplace productivity. Push’s vision is to improve quality of life through quality technology.

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Topics: Podcasts

Codifying the Customer Journey

Posted by Steve Whittington on Apr 17, 2017 11:04:37 AM

Unless you have been living under a rock, all organizations know that focusing on customer experience is the single initiative that brands can do to differentiate themselves in the marketplace and create value. This need is not just for service or retail organization but all organizations, including fabrication, manufacturing even the non profit sector. An entire industry has developed around teaching customer service to organizations. The challenge for a lot of organizations has been measuring the entire customer experience with metrics that can be referred to and improved upon. The entire customer journey can now be measured, in fact as you will see in this talk it has been codified.

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Topics: customer experience, Speaking, Customer Journey

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