All the talk this summer is about Autonomous vehicles and how soon we will see them in the market. The way I see it- the “how soon” is largely dependent on consumer acceptance of the “risk” versus the reward. Risks for accidents; risks for cyberattacks. Getting a virus in your home computer is one thing; but a virus

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Originally, the concept of the customer journey was to map out how the customer interacts with a brand or a company through each step of engagement.  The purpose was to create a customer centric organization focused on improving each interaction between the customer and the brand. But lately, I am finding that many of my

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If the NADA  (National Automotive Dealer Association)  conference this month in Las Vegas is any indication, it looks like the automotive dealers are starting to get serious about the customer journey.  The main motivation is the same as always- maximizing revenue.  Knowing where the customer is on the journey helps to target customers better and

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OK, great. You have mapped out your Customer Journey and you have Omni-Channel Marketing Communication programs.  So what?????? What is your business objective? What do you hope to achieve? As a Customer experience/ CRM/ marketing/ strategy consultant, I have worked on a wide range of projects.  So how do I explain in one sentence, what

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Since I started my own Customer experience consultancy, I often get approached by American companies wanting to come into Canada and are curious about the culture in Canada. So  I try to be much more observant about the things I take for granted-the norms in my culture. I will use a real example that will show

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Has your company jumped on the band wagon, purchasing BI tools and using data visualization to demystify “Big Data”.   Well, just because data is elegantly graphically displayed does not mean that the visualization is giving accurate or useful information. My colleagues and I have seen a trend among our clients to focus a disproportionate

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VW overtook Toyota in the first half of the year to achieve its goal of becoming the world’s biggest selling automobile company. As VW reacts to the emissions scandals, it will be interesting to watch the impact on global vehicle sales.   With only a few weeks post-emissions scandal, we see Toyota move to top spot

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As I watched in shock as the VW scandal unfolded, I realized what was remarkable to me was the pervasive culture of cheating at VW. I had no choice but to compare this situation to my personal heart breaker (personal because I am an avid endurance racer) —Lance Armstrong. The emissions issues were highlighted in

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Marketers and customer experience/ customer quality professionals often don’t see eye to eye. Marketers are sometimes seen as money grabbing opportunists by their pristine customer experience cousins. But if customers aren’t aware of a product, the customer experience can’t even begin. So how to level the playing field between customer experience and marketing? Content is

Last week I walked into the Telematics Update conference in Detroit. I immediately noticed that the majority of vendors and attendees were male.  It makes sense- male dominated car industry with male dominated technology industry; how could it be anything else? My first concern is that women play a dominant role in the purchase decisions

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