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I am looking for a light at the end of the aisle. This light is where consumer racial profiling is no longer part of the daily shopping experiences of many racialized and Indigenous consumers in Ontario. Each CRP story ends with the targeted person describing feeling left stripped of their dignity, humiliated, embarrassed, fearful and vulnerable.
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This simple technology can almost guarantee business success. From the AOL Partner Studio
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There's no shortage of options on how to run a business, but one philosophy unites all schools of thought -- give customers what they want and have them come back for more. But the key to securing re...
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Small things business owners can do to provide personalized service. From the AOL Partner Studio
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A good marketer can find lessons and inspiration from just about anywhere. Whether it's a leveraging a pop culture moment, new trends, or a season, great marketers can bring a brand to life by paying attention to what's going on around them and listening to their audiences.
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According to a 2016 GE Healthcare study, 81 per cent of patients are unsatisfied with their health care experience. While that is an American statistic, Canadian data show that we have work to do here...
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Do you know people who shoot themselves in the foot with this "truth vigilantism"? Are there people you work with who don't have a good filter and say things that are unnecessary, self destructive or harmful to the team? How do you give them corrective feedback to stop listening to their anxious judge?
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Why is it when I get into an UberX car, the driver rarely knows which way to go? For those who have spent more than enough time being carted around by UberX, I can confidently say that you've likely found yourself in a navigational nightmare at least once (more so with a rideshare).
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Research shows that 94 per cent of customers who have a low-effort or frictionless service experience will buy from that same company again. hose who have a poor customer service experience? Watch out. Nearly everybody (95 per cent) will talk about a bad customer service experience to an average of 21 people.
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When most organizations set out to innovate, they often look at the problem from their own point of view. But by exploring the challenge through the eyes of the end user -- the people who actually use your product or service -- you can understand what really matters, where real value lies and what will make solutions stick.
After all, while you may not be dedicating significant time and resources to focusing on customers like never before, it is a safe bet that someone else is passionately working on how to revolutionize the customer experience you currently provide, hoping to put you out of business.
With the rise of social networks and mobile devices, consumers are in the driver's seat and expect to connect with retailers seamlessly across every channel. Whether it's meeting a new customer or welcoming back an existing one, there's never been a better time to commit to nurturing your relationship with each one, this Valentine's Day and beyond.
I was consulting for a luxury car dealership not knowing what to expect. I'm one of those people who think "just get me from point A to point B - fancy hubcaps won't make it drive better". I drive an...
If you want to know where to find millennials on social media, it is without doubt on Instagram. As a generation, millennials have a longing to share their experiences whether big or trivial. Instagram allows them with a platform to do so by posting and sharing photos. It's quick, it's easy, and for many it seems to have become a hobby.
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Canadians love to complain about bad customer service. Twenty years ago, that might have meant griping over the phone or telling the tale over dinner. Today, that sharing can spread far and wide in the moment it happens over a myriad of social channels -- with photos to add flair. Businesses are taking note, not simply so they can provide good service, but so they can give customers the right service.
With technology easily replicated overnight, corporations truly need to address consumer issues rather than paper over them. Whether it is complaints concerning customer service, product reliability or the overall product or service experience, addressing these issues will be critical to maintaining corporate competitive advantages in the future.
Ultimately, retailers need to make a decision on where they want to stand in relation to their consumers. Do they want to be perceived as a static entity in the changing landscape of modern retail, or instead lead the way towards a new high street experience?
Just hashtag your picture and you'll be in the running for a prize. Check-in and we'll give you a discount. Give us your opinion and feel like you've been heard. It's a world full of customer wins but what the hell can we do with that data? Can we know you better? Can we predict a behaviour that applies across our customer base? Maybe a little, but it is fuzzy logic at best and the gut feel reflex is alive and well but with a little more colour.