I was in a meeting this week and discussion around mapping the customer journey occurred. The discussion was regarding the steps needed to implement a new customer facing solution. Happily, everyone agreed that the organization’s customer journeys by customer profiles were a needed input when implementing a customer facing solution. “Great!” I thought to myself, […]
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 […]
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 […]
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 […]
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 […]
Topic: Blogs, Equality, Gender Pay Gap, Parental Leave
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 […]
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 […]
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 […]
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 […]
Topic: Blogs
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 […]