Mark Satov, Founding Partner, SATOV Consultants is joined by Bryan Pearson, President, LoyaltyOne. They dispel myths about the current retail environment, identify great retailers from all around the world, and...
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Joe is 32 years old, is married with a kid, and moved to Toronto 3 years ago. He hasn’t bought new glasses in 5 years, but his old ones broke…
Article by Daniel Resnick, SATOV Principal I know Demar Derozan, Auston Matthews and Beyoncé...and they should know me too! The whole world has gone data-crazy. Companies are making massive investments to...
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Banks need millennials The word “millennial” today is a bit like the word “gold” back in the nineteenth century. It evokes the image of a mad rush for the mother…
Blog post by Matthew McLellan, SATOV Analyst Digital channel fragmentation, paired with both heightened device ownership and usage, is making it increasingly difficult for brands to engage with their current and…
Recently, we worked with a B2B services company who is a leader in their sector and who has a range of global, national and regional accounts. They wanted to focus…
Blog post by Mark Satov Nothing like a long flight to clear my mind! I get uninterrupted time with my email inbox, my list of overdue pursuits and just delightful…
Eric Matusiak Senior Manager, SATOV Consultants Last week I attended a presentation by Purolator’s President and CEO, Patrick Nangle, at an Economic Club of Canada event where he spoke about...
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We have all heard about the guy who went to the Nordstorm store to return a set of tires and was allowed to do so even though he bought it at a different store in the same location. That is one of the most over-hyped and least instructive customer service stories I have ever heard…But I do think that companies can turn customer frustration into loyalty if they train and empower their employees. Here is a recent experience of mine and some quick lessons for customer service providers:
Foreign investors may have retreated for now but SATOV study shows Canada’s telcos are vulnerable to new entrant