What to do when you get a bad online review?

Posted by on January 4, 2020

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The blog post below is an excerpt from Thriving in the Customer Age. It is one of the many highlighted best practices that outlined in the book. Bad reviews are going to happen. We do not live in a world in which everything is five-star or 10 out of 10. The question most businesses obsessively worry […]

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Does Technology = Effective Customer Experience?

Posted by on December 18, 2019

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Today we see an ever-increasing march towards technology utilization to engage with customers. Using technology, an organization can create efficiencies in the workplace designed specifically for their custom customer journey. This means many portions of the customer journey are now being augmented by technology.  Broadly, this is starting with AI helping write ad copy for ads, bots answering chats, workflow automations for […]

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How do you hear your customer voice?

Posted by on October 18, 2019

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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, […]

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

Posted by on May 2, 2019

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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

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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

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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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Eight steps to follow when communication crisis hits

Posted by on March 9, 2018

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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

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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

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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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