Here we outline three mature British and North American brands that are living proof of how agility in customer service, and keeping the client and their experience and product desires top of mind, can help a brand squeak past the Century mark, even in the most troubling of economic times. The main takeaway?: There’s a lot of work to do.
(This article first appeared here.) Miele. Its brand promise is “Forever Better.” It’s a household name. And, as it turns out, it’s a new university. As Miele evangelists know, the company … Continue reading Article Snapshot: “Forever Better”: Miele Canada and the Pursuit of Customer Service Excellence [Interview]
Freddie Mercury, mercurial indeed. Made in Adobe Draw, on iPad with Apple pencil.
Listen: We can learn a lot from cartoons. I can think of few better examples than The Simpsons, an arguable work of art now approaching its 30th year on air. … Continue reading Article Snapshot: What The Simpsons Can Teach Us About Customer Service
In my family, the Montreal Canadiens (or, the Habs) are our team. My grandfather would, twinkle-eyed, tell of the thrill of watching hockey on live TV for the first time (and seeing his hero Maurice Richard through the lens of a wavering black-and-white screen), which inspired him to water down the backyard every winter and get his kids skating at “rocket” speed.
It’s 2019. It’s nearly March. Clearly, I’ve been busy. But in a good way! Writing, editing, video creation, managing a content calendar, overseeing projects (and a phenomenal marketing team) – these … Continue reading Article Snapshot: “Life Lessons: What IKEA Gets Right About Customer Experience”
This article appears as part of Visual People, a Q&A series devoted to profiling visually in-tune folks who work in a diversity of industries. Subscribe or follow along on Instagram. #visualpeople by … Continue reading #VisualPeople: How Comics and Chronicles Collide in Canada’s Group of 7
It’s been a fun and productive few months of drawing experimentation and learning. Using a combination of Adobe Sketch and Adobe Draw, these doodles, which are meant to evoke the … Continue reading Summertime Sketches
So happy to see this man, and his principles for kindness, humour, and openness making a resounding comeback in 2018. Made with Adobe Draw on iPad, with the Apple Pencil. … Continue reading Won’t You Be My Neighbour?
This guest article, featuring new Vancouver correspondent Sharon Roberts, appears as part of Visual People, a Q&A series devoted to profiling visual creators from a diversity of industries. Keep up … Continue reading #VisualPeople: Pa-pa-Paparazzi! [Guest Post]
Red, white and blue is a delicious colour scheme, no? Created with: iPad, Apple Pencil, three colours, and one pen type.
This week marks the 40th birthday of our favourite grumpy fat-cat, Garfield. Just going to draw myself in here. -SM
Telling the stories of Winnipeggers that have come from abroad
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Customer Service Blog
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lest I forget
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