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

Posted by on July 24, 2017

Katrina German calls herself a Saskatchewan gypsy. 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 […]


Customer Journey 8 key metrics to measure

Posted by on July 6, 2017

Many 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 […]

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Customer Journey Critique – A cut above the rest

Posted by on May 10, 2017

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, […]

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Making Things Mobile with Chad Jones

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Push develops apps for industries such as higher education, financial, retail, and healthcare. Push has collaborated with over 50 clients and has developed over 90 applications. Some of Push’s clients include: Federated Co-operatives Limited, Affinity Credit Union, Credit Union Central of Canada, itracks, LearnZillion, Axon Development, and Saskatoon Regional Health Authority. In the past five years, Push has received national […]


Codifying the Customer Journey

Posted by on April 17, 2017

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 […]

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The four stages of the Customer Journey

Posted by on March 29, 2017

As I look at the retail and service landscape, I see organizations failing to meet customer expectations.  The reasons are many: the customer can now educate themselves better than what most in-store representatives can provide.  A retail store is limited by the brands they offer versus the brand that a customer may want. The store […]

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Why Disney coming to Saskatoon matters

Posted by on February 26, 2017

In 2017, retail brands are scrambling to differentiate themselves. There is still some product exclusivity left but for the most part, product X can be replaced by product Y.  This then just leaves price and the customer experience as ways for companies to stand out from their competitors.  Customer experience is the key to making your […]

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Top Seven Marketing Metrics (for me)

Posted by on January 17, 2017

We often measure a marketing campaign by this metric: did it get more sales?  While this is ultimately an important result, it is really only a small part of the picture.  One could argue that the ultimate measure of marketing’s effectiveness being tied to sales results has driven a wedge between marketing and sales teams.  […]

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Six reasons why all leaders should coach

Posted by on January 2, 2017

I have had coaches throughout my career and for the past two years I have been an active coach myself.  It has been a learning journey and I fully expect I will continue to learn as I continue to coach. While I have greatly benefited from being coached, it has been being a coach that has […]

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Not another meeting: the three purposes of meetings

Posted by on November 28, 2016

We have all been to bad meetings. You know the ones: no agenda, no time limit as to when the meeting is to end, too much on the agenda, a vague agenda, and finally the impromptu meeting aka “let’s get some people together and talk about it…” I read reams of articles about many people […]

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