Tesla has created a fantastic piece of innovation, but my recent encounter with the car maker proves that its customer experience needs recharging. Here’s a view of the mistakes it made and how you can avoid them in managing your customers’ experience.
After a lovely Passover Seder at my Mom’s house, my wife and I decided to send some flowers to thank her and otherwise brighten her day. I volunteered to handle the transaction (nice son and husband, I know!) I don’t have a regular florist and am between EA’s at the moment, so I did a quick web search, challenging myself to get this done in less than 10 minutes. To my surprise and delight I beat that time significantly and enjoyed the process, mostly because of a proper use of the chat function by Local Blossom. I write and speak a lot about when and how to use electronic channels and other technology. This player got it right for a few reasons…
At SATOV, we like to see friends succeed. So we couldn’t be happier for Cossette, one of Canada’s biggest advertising firms and a long-standing client and strategic partner. In December 2014, BlueFocus Communication Group, a dominant public relations player in the Chinese market, purchased a majority stake in Vision7 International, Cossette’s parent company.
Well, that was quick. Less than two years after it launched its Canadian expansion, Target Corp. is closing all of its stores across the country. The American retail giant is expected to post US$5.4 billion in pretax losses on discontinued operations for the fourth quarter of 2014. Target has only itself to blame for this massive failure. The company never got things right in the critical early stages of its Canadian adventure, disappointing customers again and again.
SATOV helps the Learning Enrichment Foundation find a better way to provide meals for thousands of kids
New role brings HR leadership, and performance management, coaching, recruitment expertise
Sam Puchala joined SATOV in its early days, in September of 2004, and quickly became a pillar of the organization. We recently formally recognized that contribution by making Sam a partner at SATOV.
In an increasingly complex and competitive world, business executives are focused on improving their understanding of their customers. Organizations today are fortunate to have a wealth of customer information at their fingertips. Hours are spent conducting surveys and focus groups, and in analyzing transactional, demographic and other data in an attempt to optimize the way they segment their customers and drive them to behavior. In our work, we have observed some commonly held, but often incorrect, views about customers. We call them the customer fallacies.
Coming up with a winning bid for a complex asset is a thorny problem, and every deal is unique. At first glance, the recent $5.2 billion purchase by Rogers Sportsnet of the National Hockey League’s TV and multimedia broadcast rights seemed exorbitant. We put the deal through a simple framework to determine if the price was too high.
Furniture Bank is on a mission to double the number of people it assists. SATOV is helping optimize operations to meet that goal
