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Employees are as or More Important Than Customers: Why Ignoring Employee...
In a late 2013 study, Gallup found that only 13% of workers actually feel engaged at their jobs. What’s worse is that 63% of the workforce is not engaged at all. But wait, the news gets even more...
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Start Building a Culture of Content Creation & Sharing
For the past several years social media has been a buzzword swamp with marketers chasing one shiny object after another like dogs chasing their tails. Social Listening, Advocacy, Content Marketing,...
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Customer Service In The Data Economy
Can a service provider be blamed if our life and behaviour just isn’t awesome enough to put flesh on their framework’s bones? Tech customer service attained a whole new level of weird beginning in...
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You are what you share
I have a friend who can always be counted on to have a great book recommendation handy. Another who can not only tell you the best available movie currently in theatres, but confidently stand behind...
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Matrix Retail: The Logistics of Customer Experience
At a previous NRF Shop.org Summit I saw a keynote address by Jamie Nordstrom on trends he saw coming in the online retail business. During his talk Jamie said there was a new dynamic emerging, people...
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Exploring the Eight Layers of Matrix Retail
The age of Matrix Retail is already upon us and the only question to ask is will you acknowledge, understand, embrace, engage and tune all of the components of your company’s presence in the retail...
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Digital Transformation Starts with Reimagining the Customer Experience
All customers are not created equal. This is also true for relationships. No business has the same relationship with their customers as you intend to have with yours. The thing is though, you must...
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What is customer service for?
Customer service is difficult, expensive and unpredictable. But it’s a mistake to assume that any particular example is automatically either good or bad. A company might spend almost nothing on...
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Entering Era of the Endless Store
Those in the know in online retail have been leveraging dropship vendors to create expanded ‘endless aisle’ assortments for a number of years now. Through the ongoing development of the Matrix Retail...
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Seven Signs Your Retail Business Needs an Omni-channel Makeover
Are your retail customers finding you less attractive lately? Consider your position on the seven signs shared below and you may decide your retail business needs an omni-channel makeover! This is not...
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Blah, Blah, Blah
Writing and speaking (essays, non-fiction, copywriting, direct interactions, speeches) can be easily sorted into two groups: The expected...
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Cause Marketing: Making the Most of your Marketing Dollars
Trillions of dollars are spent each year on all aspects of brand and product promotion, the vast majority of which generates little in positive social benefit. Many would argue why should it, as the...
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Reaching the Supply Chain Sustainability Tipping Point
Since the 1990’s I’ve been writing about sustainability, cap & trade and carbon footprints mainly in the realm of logistics and supply chain as that’s where I live. Supply chains are incredibly...
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Article 1
Two early pilots were facilitated by Supply Chain Network and carried out in 2003 and 2006 with both representing successful demonstrations of the potential supply chain benefits available through...
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Great News in Canadian Retail Just Keeps on Coming!
Over the past year, like many others working within the Retail Industry in Canada, I’ve grown tired of hearing about all the bad news relative to retailers pulling out, closing down or shrinking their...
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Start Building a Culture of Content Creation & Sharing
For the past several years social media has been a buzzword swamp with marketers chasing one shiny object after another like dogs chasing their tails. Social Listening, Advocacy, Content Marketing,...
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The interim strategy
We say we want to treat people fairly, build an institution that will contribute to the culture and embrace diversity. We say we want to do things right the first time, treat people as we would like...
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Offense and defense, a b2b insight
Selling change to organizations is difficult. One reason is that change represents a threat, a chance for things to go wrong. It’s no wonder that many people avoid anything that smells of change....
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Tracking Our Next Digital Steps
It’s been a bit of a whirlwind since the launch of X. In the last two weeks, I’ve hosted conversations about the promise of experience design in London, Düsseldorf, Oslo, Sydney and Geelong. Somewhere...
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IBM Delivers Online Merchants New Cognitive Capabilities That Turn Commerce...
Watson Analytics Allows Brands to Use Everyday Language to Identify Hidden Data Connections and Drive Better Business Performance IBM (NYSE: IBM) today (Dec 3rd) announced new commerce capabilities...
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