Annie Pettit

What Makes a Great Customer Satisfaction Program?

The world of customer satisfaction (CSAT) measurement has evolved over the past 10 years, largely spurred on by technology. It’s evolved from: point-in-time to real-time, anonymous to linked, brick-and-mortar to multi-channel, and available to key players to actionable across the whole organization. Each of these…

How Marketers Must Use Artificial Intelligence to Win With Customers

The potential AI has to improve customer service and engagement, as well as efficiency and productivity means that marketers can no longer afford to ignore it. Every industry is now being disrupted by AI and the question is whether marketers at established companies are...

Your key marketing strategy for 2019 had better include voice

Take a minute to think about every car commercial you’ve ever seen. Close your eyes. Let the imagery percolate. Now watch this commercial. https://www.youtube.com/watch?v=-iaBJ5rqOdg&feature=youtu.be Is that the PRECISE commercial you just imagined? Probably. That’s because Lexus used AI to create a commercial based on a…

Digital Networking for the Skeptic Leader

There are many reasons to love the internet but my top reason is that it shrinks the world to fit into my own backyard. Whether someone lives in Australia, India, Japan, Finland, South Africa, Venezuela, Mexico, or even in another province of Canada, I...

3 Retail Trends That Took Shape in 2018 and Will Lead the Pack in...

Winning brands understand today’s consumers and ensure their operations are tuned into the trends pointing to tomorrow’s consumers. There are three macro trends underpinning today’s dynamic retail landscape that will help brands reimagine and prepare for the future. 1. Consumer 2.0: Over the last few...

Leading by Design: A leadership profile of Dr. Ann Cavoukian and her passion for...

If you’ve read anything about privacy in the last few years, you’re certain to have come across the name Dr. Ann Cavoukian. And if you don’t recall her name, surely you’ve heard of her concept of Privacy by Design. With all the data breaches...

Why Love a Leader Anywhere Else: A leadership profile of Sleep Country Canada’s Christine...

It’s not unusual for start-ups to try to grow their brand by announcing their plan to save the world on their way to financial success. These days, every new company takes great care to identify and support a charity that matches their cause, some...

How to win the battle between privacy and personalization

We’ve been hearing for years that if you get something for free, you are the product. But for a lot of people, that adage never really sunk in until the recent Cambridge Analytica scandal in which the company was accused of misusing and failing...

6 Technology Game-Changers Disrupting Shopping Habits

If asked whether my shopping habits have changed dramatically over the last decade, I would likely answer ‘not really.’ However, with some serious thought, I realize that they have indeed changed, and quite remarkably so because of technology. In particular, here are six major...

The Who, What, Where, and Why of Chatbots

If you’ve spent any time on social networks like Facebook or Twitter, you’ve probably seen the word ‘chatbot’ pass through your timeline many times. In short, a chatbot is a computerized communications service that follows specific rules to interact with people in a text...

From C to shining C: 3 stakeholders you must win over to build a...

Every year, companies invest significant resources into long-range planning and detailed annual operating plans. In spite of this, many businesses fail to achieve their goals. Companies that consistently meet or exceed their goals do so because their strategies and plans focus on a specific...

Is Google Chrome the next Kodachrome?

I don’t know about you but I love colour photos. That’s why I trust Kodachrome colour film. At least, I used to trust Kodachrome colour film. It may have been one of the first film products to appear on the market in 1935 but, beginning...

How Retailers Can Positively Contribute to a Minimalist Holiday Shopping Experience

Every year, just as the holiday decorations and Muzak hit the stores I go through the same thing, a physical and emotional sweat over finding the BEST GIFT EVER for . What are those things that will be better than all the rest? That...

How Can Artificial Intelligence Automate Your Customer and Business Strategies

Artificial intelligence is already making an impact on myriad products and services used not only by consumers, but also by businesses. Soon, a company’s ability to remain competitive will necessitate that they incorporate AI tools in an ethical way, particularly those that improve processes,...

Four Ways to Create Positive Customer Experiences for Holiday Haters

Holiday shopping in Canada is huge business. Statistics Canada reports that in one month, November 2014, Canadians spent more than $500 million on audio and video equipment. Add to that billions of dollars spent on toys, games, computers, kitchen items, cosmetics, sporting goods and...

Giving back as a company philosophy not a marketing campaign

When you think of millennials, that vastly over-analyzed, over-dramatized, and over-strategized group of people, a couple of things might come to mind. First, that they are self-entitled and want everything right now. Whether that stereotype describes the cohort more or less than any other...

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