Customer Experience
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Employee Journey Mapping: Living Your Brand on the Inside
Posted April 1, 2015 in Customer Experience, Employee Experience, Living the Brand, Whitepapers There is a lot of buzz being generated lately about how organizational culture and employee engagement are inextricably linked to customer experience. It seems organizations across many industries are asking the same question we at Fifth P ask on a daily basis, “how can... -
In Conversation with Mary Proc
Posted September 17, 2014 in Customer Experience, Employee Experience, In Conversation with..., Living the Brand We recently had a few moments to get caught up with Mary Proc, Vice President Customer Service for Metrolinx/GO Transit. If you thought regional transit was merely a commuter necessity, then think again. Mary Proc and the team at GO Transit have made commuting between multiple area codes easy. How? They’ve harnessed the power of their employee factor. -
The Employee Factor: Readying your Organization for Customer Experience Success
Posted September 16, 2014 in Customer Experience, Employee Experience, Living the Brand, Whitepapers No matter which way you look at customer experience, it all boils down to the choices made by the people in your organization – choices about how they interact with customers and... -
In Conversation with Aldo Greco
Posted May 15, 2013 in Customer Experience, In Conversation with..., Living the Brand It is always refreshing to read about and learn from companies that are doing trailblazing work, and McDougall Energy is one of these companies. We recently had an opportunity to sit down with Aldo Greco, Vice President Business Development for McDougall Energy, to listen to his thoughts about the role “purpose” plays in their customer experience and how... -
Activating Purpose to Accelerate your Customer Experience Transformation
Posted May 14, 2013 in Customer Experience, Employee Experience, Living the Brand, Whitepapers There has been a lot of buzz lately about the role “purpose” plays in successful customer and employee experience transformation. Unlike traditional vision and mission statements, purpose connects the organization and... -
In Conversation with Shangri-La Hotel
Posted November 27, 2012 in Customer Experience, In Conversation with... We recently had an opportunity to engage colleagues from the Shangri-La Hotel in a thoughtful dialogue about customer experience. The newly opened Shangri-La Hotel is the latest addition to... -
Promise Made. Promise Kept!™
Posted November 26, 2012 in Customer Experience, Living the Brand, Whitepapers Virtually every executive I speak with these days voices the same concern about their business, “We do a very good job of telling customers why they should do business with us, only to drop the ball when they do”... -
In Conversation with Bruce Andrew
Posted June 23, 2012 in Customer Experience, In Conversation with..., Living the Brand We recently met with Bruce Andrew, Vice President of Marketing for Shred-it Canada to get his views on Customer and Employee Experience. Bruce is a marketer who sees brand as having company-wide implications, since every aspect of the business serves one and only one purpose – to satisfy a customer...