If you’re the owner of a small business, with any luck someone like me has told you how important it is to pay as much attention to your brand as you do your business. The default position for most business owners is to put business decisions ahead of concerns over perception and positioning, but it […]
Read More… from How to build trust in a world full of charlatans
After visiting a few stores that have reopened during these trying times, I’ve come to the conclusion that the majority of B2C businesses have completely lost focus on the customer experience. As a friendly reminder, I’ve provided some pointers for all the business owners out there. Tip #1: I’m not a nuisance, I’m a customer. […]
Read More… from CX-19: Customer experience tips for a covid world
The regular who just stormed out of your business took $1,400 of future revenue with her. To replace her will cost you about $160, and this does not take into account the dirty bomb effect that her scathing 1-star review will have on your reputation for the foreseeable future. Whether they’re the result of your […]
Out of the many emails I’ve received over the last few weeks, one in particular stood out. It was from a regional roofing company that I used to fix a hole a while back. This was not the typical, meaningless ‘we’re here for you’ email that we’ve all been receiving lately. This was something completely […]
If you’re the owner of a small business right now, it’s fair to say that concern for the state of your brand is probably pretty low down on the totem pole of panic. Even so, at some point the uncertainty and chaos will subside, and it would be a shame if your brand’s equity had […]
After hearing the stories of people I know searching for a new career, I have to say I’m shocked at the way job applicants are being treated these days. And with all this talk about how Customer Experience starts with Employee Experience, perhaps a revisit of your hiring practices is in order. The way you […]
Human Brand Experience Consultants is proud to announce that Simon Hall is now a recognized CCXP (Certified Customer Experience Professional). […]
Nick Hall, our Director of brand Strategy, was interviewed by Kate Dubinski, a journalist for CBC, for an article on MEC. Canadian outdoor giant targets trans community in marketing campaign Canadian outdoor retailer Mountain Equipment Co-op (MEC) is trying to tap into the hearts and wallets of the transgender community, which is often neglected by […]
Nick Hall, from Human, talks customer service in a Globe and Mail article. Nick was interviewed for an article in the Globe and Mail where he talks about customer service inspiration for small businesses. The good news for smaller businesses, according to Mr. Hall, is that they can be among the quickest to innovate and […]
Customers define brand through experience and experience is overwhelmingly influenced through interactions. By Patrick. K.Donnelly Great article written by Patrick Donnelly over at Truthlab. Continue to full article […]