Great service is not about being perfect, it is about what you do when things fall apart.

Posted by on May 2, 2019

As sure as the sun rises you will have a day when your organization did not provide an excellent customer experience. Customer experiences are delivered by people executing on processes supported by technology.  Those three factors all fail at some point. People make mistakes, processes can not cover every scenario and technology…well as seamless as it continues to strive to […]

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Is Retail Doomed?

Posted by on February 13, 2019

Today as I look at the overall retail and service landscape, I see organizations failing to meetcustomer expectations. The list of storied brands shutting down locations is enormous. In 2017 alone, over 5,000 stores of major retailers were closed: Sears and Kmart closed 358 stores, JC Penney 138 stores, Macy’s 68 stores, Payless Shoes emerged […]

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Book coming soon!

Posted by on November 13, 2018

I would really appreciate your feedback!. After years of speaking about the customer journey and the metrics to measure it, I am writing the book that will make the entire methodology available to entrepreneurs and business leaders. Title is: “Thriving in the Customer Age” And here is the ask. Help me pick the best cover […]

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How taking parental leave changed me

Posted by on March 17, 2018

It has been just over three months since my son was dropped off for his first day of daycare. I handed him off to the child educator, kissed him and turned and walked out the door back to work, trying to ignore his wails and outstretched arms. His sister did the same thing for her […]

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Eight steps to follow when communication crisis hits

Posted by on March 9, 2018

Most of the time a communications crisis starts like this: a phone call, email, SMS or IM out of the blue “Hey, are you aware of this _____?” If you are a leader and your organization is struck by a communication crisis what do you do? Often you did not expect it and you have […]

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When marketing and sales silos do not align customer experience suffers

Posted by on December 5, 2017

Recently, 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 […]

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Making magic happen with Sherry Kennett

Posted by on November 17, 2017

Sherry 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 […]

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The three reasons why I am taking parental leave

Posted by on September 21, 2017

As 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 […]

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Always moving forward with Kendal Netmaker

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Kendal 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 […]

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Customer Journey Critique – To protect and smile

Posted by on September 11, 2017

A 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 […]

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