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Press Releases
Articles
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26/01/2005
Poor image affects sales, study shows
Fifty-one per cent of Canadians will not even walk into a store if they've heard something bad about it from friends or family, according to a survey released yesterday.
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26/01/2005
Bad word of mouth a business killer: Know-nothing clerks draw most complaints: survey
Shoppers are making retailers pay for poor service by bad-mouthing them to friends and family, half of whom will then boycott them, a new study claims.
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25/01/2005
Bad experiences for shoppers are bad news for retailers: survey
When shoppers don't like a store, they tell five family members and friends, a Toronto consulting company says.
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07/09/2004
Serving service to customers
A recent report says retailers who hope to survive U.S.-based department store Target's takeover of Hudson's Bay Co., should rumour become reality, need to improve customer service now, before it's too late.
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02/09/2004
Improve customer experience or be Target
According to a Toronto-based customer retention expert, even though 14 per cent of revenue is tied directly to the customer experience, tens of millions of dollars hang in the balance if Canadian merchants do not take steps to improve customer service.
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20/04/2004
Remarkable Impact on Your Customers Leads to Remarkable Margins
Most companies are too subtle in defining what differentiates them. You have to be "remarkable" and you have to say so.
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Radio Interviews
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