The other evening I caught part of Marketplace's Canada's Worst Customer Service: Store Edition on the CBC. The show explored customer service at some of Canada's major retail chains and as much as I found the show predictable (and slightly contrived), what piqued my interest the most was a segment … [Read more...] about Customer Listening: Your service sucks and I’m going to Tweet about it!
Did you know that 40 per cent of Canadians are using the camera on their smartphone to take pictures of products while shopping, 64 per cent stay up-to-date with a brand via social media, and 39 per cent reviewed and rated a product or service online during the past month? * The ways in which … [Read more...] about Understanding the New Customer Journey
Manulife Financial's CoverMe Packing App, which we designed in partnership with the insurance company, reached a major milestone in the App Store this week. And, we couldn’t let it go unnoticed. To congratulate our clients, we wanted to mark the occasion with a travel-related gift. So, the … [Read more...] about Celebrating a Manulife Milestone
The Canadian Marketing Association (CMA) is taking marketing to a new level with a series of videos promoting the CMA Summit 2012, which takes place at the Westin Harbour Castle Hotel on May 16 and 17. In the first of the five "Connections" videos, a top level executive announces to his team that … [Read more...] about Learn how to connect with consumers at the CMA Summit
Has this ever happened to you? Those crazy creative people you’ve hired have come up with a killer idea for your business that wasn’t based on customer insight, but on good old fashioned creative thinking. Like the good business person you are, you hire a firm to conduct some consumer testing. The … [Read more...] about Gut feel vs. hard data: Ding, round one!