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 […]
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 […]
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, […]
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 […]
Topic: Customer Experience, Customer Journey, Speaking
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 […]
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 […]
There is more focus on customer experience now than ever before. Interestingly enough, when you read why brands are focusing on the customer experience the reasons given are more excuses or accusations. What we’re not seeing are brands aspiring to have a great customer experience because that’s what best for their business. Typical reasons given […]