LeadershipMay 2019 Issue

Why Aren’t People Mentoring Anymore?

By John Wiltshire There was once a time when mentorship was the norm. According to the Association for Talent Development (ATD), formerly the American Society for Training & Development, 75% of executives said that mentorship has been critical to their career development1. Over the last several years though, companies have …

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May 2019 Issue

Refreshing Your Customer Communications

By Mike Sullivan As a marketing and customer communications specialist, you know that assessing performance and benchmarking measurable results are an integral part of determining goals for upcoming campaigns. Are you communicating enough with your customers? Are you communicating too much? Are your messages being read? Is the customer experience …

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May 2019 Issue

Preparing for the Recurring Customer

By Martin Schneider In my last piece for DM Magazine I outlined “Why CRM matters more than ever” (July/August 2018 issue). And if anything, the need for modern and intelligent customer relationship management (CRM) solutions for all types of businesses has only grown more necessary. This is because the technical …

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May 2019 Issue

CMA: B2B Experts Discuss Challenges, Solutions

By Janine Allen For business-to-business (B2B) marketers challenged with leading their organizations through the advancements of modern marketing, it can be overwhelming to connect the dots between technological possibilities and strategic and actionable ideas. To help navigate through these complexities, the Canadian Marketing Association (CMA) hosted a highly anticipated CMAb2b …

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Marketing ResearchMay 2019 Issue

Research That Doesn’t Sit On The Shelf

Using consumer insights to market shopping centres By Emily Anderson Think back to the shopping centres you experienced as a kid. Chances are those centres look much different today. Storefronts have changed, the video arcades have vanished, and clean, bright modern walkways have replaced the dark earth-tone hallways. Today, stores …

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May 2019 Issue

Interview: Experience Thinking

Experience thinking: Interview with Tedde van Gelderen, Akendi By Stephen Shaw Over the past decade, design thinking has steadily grown in popularity as a catalyst for innovation. Before people started living digital lives, design was largely a back-office function, answering to product management, engineering or marketing. But with the pressure on …

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May 2019 Issue

Overcoming The 5 Big B2B CX Challenges

By Scott Armstrong It seems like everyone is buzzing about the customer experience (CX) in the business-to-business (B2B) space right now. And just so we’re all on the same page, by CX I mean having a true understanding of what customers need, want or are looking for and delivering it …

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Customer CentricityData AnalyticsMay 2019 Issue

The Importance Of Convenience

Auto financing provides a case in point By Kevin Deveau Convenience plays a large role in how people make day-to-day decisions. The simpler the process the more likely consumers are to choose one product or service over another as it generally improves their overall customer experience, or CX. The decision …

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May 2019 Issue

In Conversation: Why Excellent UX is Required

By Brendan Read Traditional marketing will tell you that when developing a strategy for a product you should consider the product’s attributes on which it differs compared to competitors, e.g. market share, brand perception and price. However, for companies selling software, mobile applications, web sites or any other digital asset, …

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Customer CentricityMay 2019 Issue

How To Improve the Customer Experience

By Charles Ingram Take a moment to think back to the shops frequented by your parents and maybe even your grandparents. Back in the pre-Internet days, those shops were likely small businesses owned by people who knew your family members by name, asked about their kids and worked to create …

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