Customer CentricityDigital

Manulife transforms customer experience as part of massive strategic shift to digital

TORONTO–Manulife plans to transform its Canadian business, including a program to digitize and consolidate a number of its back-office functions, optimize its head office real-estate footprint, retrain and hire employees with digital skills, and refocus its customer experience across all business lines to continue to serve the evolving needs of …

April 2018 IssueCustomer Centricity

Thane Direct tunes in for future growth

By Brendan Read Thane Direct is one of world’s best known direct response and retail marketers, with a reputation for creativity, innovation and integrity. Thane has created highly successful brands in such diverse product categories as health and beauty, fitness, weight loss, kitchen/house wares, entertainment, self-improvement and pet care that …

Customer CentricityMarch 2018 IssueMobile Marketing

How best to leverage mobile marketing trends

Customers are mobile and digital. So should marketing. Here’s how By Geoff Linton and Ryan Antooa According to Forrester Research, digital marketing spending in the U.S. will surpass $118 billion in 2018. Four of the top vehicles: paid search, display, on-line and email are growing between 8% – 18% compound …

Customer CentricityMarch 2018 Issue

Harness the power of mobile analytics

Mobile data helps address your key business challenges By Paul Tyndall What would you do if you knew where your customers come from, where they go after they leave your store, or when your best customers tend to visit your location? You might say your loyalty program already tells you …

Customer CentricityFebruary 2018 Issue

VISA Canada: Canadians will switch from passwords to biometric authentication

BY GORD JAMIESON How many passwords do you use in a day? There’s one for your email account and one to log in to your computer at work. There’s your online banking account, maybe a brokerage account for trading stocks. There are the passwords for your various social media accounts. …

Customer CentricityCustomer Relationship ManagementEngagement & Analytics

Five Traits of Customer-Obsessed Companies

by Mandeep Singh Kwatra, VP of Solutions and Capabilities and CX Strategy Services Leader, HGS Today’s customers evaluate a company on the experience that they receive. The entire sales cycle (pre-sales, purchase, and post-purchase) experience is as important to them as the actual product or service. Today’s multi-tasking customers are …

Customer CentricityIndustry News

Canadians want user-friendly information about privacy policies

While most read parts of privacy policies, many admit they do not read them at all TORONTO — In a study commissioned and guided by the Canadian Marketing Association (CMA)’s Privacy and Data Advisory Committee, it was found that consumers want to read privacy policies, but they have to be user-friendly. …

Customer Centricity

Aviva’s customer-first culture

How a major insurance company is leveraging data to boost customer engagement Being more things to more people seems like a logical strategy. It explains why a hamburger outlet might want to expand into breakfast foods or why an online bookseller might begin selling groceries. But how can a business …

Customer CentricityDirect MailIndustry NewsRetail

The Millennial shopper: Deal-savvy and highly engaged

New research by BrandSpark International indicates Millennials may be savvier shoppers than we tend to give them credit for TORONTO — BrandSpark International has released A Consumer’s Path to Savings: The Role of Flyers in Today’s Digital World, a new research report commissioned by Metroland Media probing saving habits among …

Customer Centricity

Why data intelligence is the cornerstone of people-based marketing

The business to consumer (B2C) landscape is changing dramatically. Customers research or buy online but they also want to walk into a store to find inventory or call a contact centre to activate a service. This demand for a seamless online and offline customer experience is challenging B2C organizations and …