Insights blog

November 18, 2019

Originally published as "Why Customer Experience is Everyone's Job" in the January 2019 issue of Direct Marketing Magazine.

Have you ever called customer service (CS) and been told any of the following?

  • “I’m sorry, Mr. Smith, but that’s our company policy. There...

June 29, 2017

How can winning an Achievement Award from GTACC boost your business? Leaders from last year’s winners, Moneris, Gatestone & Co. and LoyaltyOne, share how winning attracts new customers and talented employees.

Moneris - GTACC 2016 Achievement Award winner for “Client Cen...

March 21, 2016

I have had the same home phone provider for 25 years. I subscribed to that same company's Internet service 18 years ago. Three years ago, I became a mobile phone customer with them. This spring, I saw a flier in my mailbox advertising that company's TV service. So, I c...

March 31, 2015

Customer Experience is trending! Customer Experience Strategy, got yours yet? Customer Experience, anyone who is cool is working on it!

It seems much like CRM was a “few” years ago, Customer Experience (CX) is all the rage now, and similar to CRM, it seems there is a lo...

February 24, 2014

“One has not only an ability to perceive the world but an ability to alter one’s perception of it; more simply, one can change things by the manner in which one looks at them.” – Tom Robbins

Many of us are told at an early age that change is a constant. It’s a series of...

February 19, 2014

An article in this morning’s Financial Post profiled Marc Caira, Tim Horton’s recently appointed CEO discussing the company’s new strategy for addressing the increased competition in the North American coffee market. One key component of the plan….improved customer ser...

February 19, 2014


On the corporate page of Lululemon there is a statement that is both timely and telling…..”Success is determined by how you handle setbacks”. The irony of these words and their meaning probably resonate with many Lululemon staff me...

February 12, 2014

In the many industries where products and services are commonly benchmarked, being named the top performing vendor by a client can be a huge accolade. I have worked with and worked for companies where this achievement brings memos, luncheons and the occasional trophy t...

Please reload

Featured Posts

Gain and Retain Great Customers & Talented Employees: The Benefits of Winning a GTACC Achievement Award (Loyalty One, Moneris, Gatestone)

June 29, 2017

Please reload

Recent Posts

February 24, 2014

February 19, 2014

Please reload