The New B2B Marketing Dashboard
In Business to Business, substantial innovation is taking place in the sales and marketing process.

The Business Network, with Chuck Regehr: Tim Hortons Goes Public
Every fast food company and every consumer company needs to tell four stories. Those stories are a product story, a customer experience story, an operations story and a shareholder value story. You’ve got to tell a couple of those stories in a compelling way in order to succeed. Tim Hortons tells all four in a compelling way.

AM Business with Bridgitte Anderson: Canadian Retail Landscape
Most consumer companies today are figuring out that the customer has the power. It used to be that the manufacturer had the power and then the retailer had the power. Today it’s the customer who has the power.

The Trading Desk with Pat Bolland: Consumer Products Earnings Bonanza
Some call it customer-centricity, some call it customer experience, but it’s a whole new and more intense focus on the customer. And in the case of a retailer like Best Buy, a superior ability to deliver something powerful based on that focus.

The Trading Desk with Pat Bolland: Wal-Mart Lowers Forecast
James Cantalupo reconnected with the customer and created a better customer experience. So, now on a lower growth trajectory, McDonald’s is doing very well. That’s got to happen at Wal-Mart.

The Ideal AGO - What Do Visitors Want?
Recent focus group research is showing that Art Gallery of Ontario visitors and family envision a transformed Gallery that draws people in, engages them with strong content and is accessible to a diverse community. That's good news, because their ambitions are reflected in the AGO's strategic plan.

Can You Hear the Customer Yet? Connection is a Process
As customers lay claim to the ownership of products, experiences and brands, the business case is getting stronger for more penetrating ways of listening to the customer. Susan Abbott, Customer experience researcher and strategist, interviewed Rick Wolfe on method for her blog, Customer Experience Crossroads.

A Report by Susan Abbott on the Access Group Retail Banking Conference
Retail bankers are giving more than lip-service to the concept of customer focus and integrated delivery across channels. Organizations are changing their structures to achieve better alignment around the importance of the customer experience.

2004 Brand Metrics Study, Today’s Brand Measurement:
The Integration of Perceptions, Behaviours & Environments
For those organizations that conduct some form of brand measurement, it appears to be a common marketing practice to adopt the measurement of “brand” within communications efforts as well as the assessment of customer attitudes and beliefs. The definition of brand has expanded to become a customer experience-based concept.

Marketers Keep it Real
"It really talks about the customer experience and how we’re slightly different from everyone else in how we do business." - Scott Townsend, Domtar

The Headaches of Customer-Centricity
"We are already delivering a successful Marketing Strategy." If only we had a pound for each time we heard this! Yet the proof is just not there. Customer-centricity is still a headache, but why?