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I wrote this column many years ago. I think it still offers a lot of value for businesses trying to close a sale.
At a ramshackle roadside tourist market on the north coast of Jamaica, if you stop to investigate the goods in one stall, the high-spirite...
(This is a summary of a story that you can read (for free) at Corporate Knights.)
My latest story for Corporate Knights covers yesterday's kickoff event for Toronto Climate Week.
When will Canada stop ...
“Customer service is reactive — it’s what happens when something goes wrong. Customer experience is proactive — it’s every interaction, every touchpoint, every moment between a brand and a customer that shapes their perception and their loyalty.”