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Blog: Blog2
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Apple Bank
Imagine a world where Canada's sixth bank was operated by a company as beloved as Apple.
Oct 7, 20221 min read
Ready to Leave
How many of your customers are ready to leave... and what do you plan to do about it?
Sep 28, 20223 min read
Rogers, "Sorry" is Not Enough
People need to be held accountable when mistakes happen. A sincere apology is a good and necessary first step. But it's only the first step.
Jul 10, 20226 min read
Earning Customer Love
Do you want to know how to earn a customer's love? Let me tell you how a coffee equipment company earned mine...
May 16, 20224 min read
Lessons from my Rogers Experience
Rogers increased the price of my internet by 44% and gave me nothing in return. Here's how customer-centric businesses can do better...
Jan 5, 20227 min read
This Referral Program SAXX...
Referral programs can be incredible ways to engage your most passionate fans and enable them to help you grow your business. But...
Dec 7, 20212 min read
Regarding All Those Surveys...
Dear Brands, I'm writing to you about all those "invitations" you send me to complete surveys...
Dec 1, 20212 min read
How to Anger your Customers
Just because you can restrict a customer from doing something with the product they've purchased, it doesn't mean you should...
Nov 29, 20214 min read
Incomplete is Insufficient
If you don't have time to provide your customers with a full explanation about an unpopular decision or rule, make the time...
Sep 14, 20212 min read
The "Cost" of Extra Parts
I suspect IKEA chooses to include a few spare parts in each box sold, and I believe I understand why...
Aug 15, 20211 min read
How to "Surprise and Delight"...
Opportunities to surprise and delight people are everywhere if you're motivated enough to look for them...
May 18, 20215 min read
Add Value to Everything
Add consumer value to everything you do, even the things that don't seem to matter...
Mar 10, 20211 min read
A Peloton Pricing Proposal
Peloton can't currently meet customer demand. Here's a proposal that can turn a bad inventory situation into a positive customer experience.
Jan 19, 20214 min read
Thanks... but no thanks.
Last week I got an email from my internet services provider. It began as follows: "Your (company) Internet promotion is ending soon, but...
Jan 7, 20211 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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