Consilience: A New Way to Understand Human Behaviour
How I started on a journey to close the gap between textbook theories and my experience in business. The process of changing my way of thinking took time and was unsettling. (Part 2) By Tom Beakbane Consilience is the fusing together of different domains of human knowledge revealing that how …
A Troubling Engagement Capacity Gap Emerges
On the heels of massive digital disruption and now, a year into the global pandemic, only 50 percent of business leaders say they are well prepared to support customer engagement priorities moving forward, and 82 percent say the challenges of managing customer engagement will only increase in 2021. What’s more, …
37 Customer Experience Statistics You Need to Know and Consider in 2021
By Toma Kulbyte Customer experience has fast become a top priority for businesses and 2021 has been no different so far. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore it? Customers no longer base their loyalty on price …
Brand Stewardship: An Interview with David Kincaid, Founder and Managing Partner of Level5 Strategy
By Stephen Shaw As the world slowly awakens from this pandemic-induced slumber, brands will be facing a very different looking marketplace. They will need to work hard to revive the loyalties of consumers whose attitudes and shopping habits have changed. The brands that succeed will be those that remain relevant …
Digital eCommerce: Everything Changed, Nothing Was New
The pandemic forced a lot of the trends and disruptions that we had all been seeing on the horizon for years to become a reality faster than any of us could have imagined. We had nearly 20 years to embrace the Internet as an important business tool — it became …
Finding a Lifeline
How SEO and Analytics Help Build eCommerce By Michael Dickenson A year into the pandemic, it’s clear that consumers have adopted a “new normal” for shopping — and it’s digital. According to new research by PSFK, shopper loyalty has changed. Nearly 40 percent of consumers purchased from new brands and …
Five Digital Changes That Are Here to Stay
By Conner Galway There’s a principle in behavioural sciences that it takes people about six months to adapt to major change. There are various stages, but the general model shows that humans are incredibly resilient and, after a half a year, we will have not only accepted the change, but …
A CX Game-Changer Puts Loyalty in the Fast Lane
By Sean Claessen When the online holiday shopping frenzy was just around the corner, Bond announced a partnership with Uber Direct, Uber’s retail-focused delivery service that just launched in Canada. For loyalty program members redeeming their points, the collaboration meant the days or weeks-long wait for catalogue merchandise were coming …