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Blog: Blog2
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A Short Lesson on Customer Experience
The actions of an intuitive cashier offer a short lesson on customer experience.
Feb 54 min read
Assume Every Customer Can Buy
Assume every customer who walks into your retail location is able and willing to buy... and treat them accordingly.
Aug 18, 20254 min read
Invest in the Retail Experience
Brick-and-mortar retailers need to invest in enhanced customer experiences to make a trip to the store worth the customer's while.
Jan 27, 20252 min read
Delivering Incremental Customer Value
Delivering incremental value to your customers is almost always worth the investment.
Dec 22, 20242 min read
Finding Win-Wins
Finding win-wins requires you to critically examine your business with a "what can we change to make things better" mindset.
Aug 18, 20242 min read
Painfully Obvious
When what you say clearly isn't consistent with what you do, it's often painfully obvious to your customers.
May 10, 20241 min read
Retail Lessons from a Hospital
There are a few lessons retailers can learn from Humber River Health.
Mar 31, 20243 min read
How Mistakes Can Enhance Your Brand
Your business will make a mistake at some point. And when it does, it's an opportunity to enhance your brand... if you handle things well.
Nov 19, 20235 min read
Retail Lessons from Service Ontario
Service Ontario highlights five simple lessons that any retailer can use to deliver great customer experiences.
Oct 23, 20235 min read
The Best Way to Cut Costs
The best way to cut costs is to eliminate the things that most of your customers won't miss. So why do so many businesses do the opposite?
Oct 1, 20232 min read
The Service Recovery Counts More
Here are five customer service lessons to help your business recover from a fumble.
May 4, 20239 min read
Penny For Your Thoughts: A CX Story
Many years ago, TD Bank offered a case study on what NOT to do when it comes to customer experience; the lessons are still relevant today.
May 4, 20239 min read
The Face of Your Brand
What customers think about your brand is shaped by the people who represent it.
Mar 27, 20234 min read
The Importance of a Thoughtful Exit
It takes years to gain a customer's trust, but only moments to lose it.
Oct 11, 20222 min read
Credit Card Advice
Here's my advice for businesses thinking about passing along their credit card fees to consumers as a separate charge.
Oct 10, 20222 min read
Disclosure: As an Amazon Affiliate and a member of select other referral programs, I may earn a commission if you click on links found within my blog posts and subsequently make a purchase. The commissions earned are negligible, and while they help fund this website, they do not influence my opinions in any way.
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