How to Lead Your Team Through Hard Decisions
Decisions get exponentially harder when your team's emotions and values are in play; here's a framework for leading through them with clarity and confidence.
How Customer Experience Is the Ultimate Marketing Tool
The companies turning Customer Experience (CX) into a growth lever are making every customer interaction worth talking about.
How Business Owners Can Meet Shifting Customer Expectations
The businesses winning at customer experience are out-connecting their competitors through personalization, agility, and empowered teams.
6 Dangerous Mindsets in M&A that Destroy Value After Close
Introduction Most economists, futurists, prognosticators, and armchair quarterbacks agree on one thing when looking at the pandemic's sustained impact: we’re about to see some deals. Although aggregate deal size is lower than usual, most agree that merger and acquisition (M&A)…
Ultimate Guide to Customer Experience
A practical, actionable guide about Customer Experience - from building personas and mapping journeys to designing moments that delight.
An Irresistible Customer Experience Wins
One of the most important lessons we’ve learned during the COVID-19 pandemic is the importance of providing an incredible customer experience, no matter the circumstances. In fact, the lasting impact that great CX has on your business can, and should,…
Using Customer Experience to Thrive in the New Normal
In May, Stack’d consultant Sarah Damberger published an opinion piece reflecting on all the uncertainty surrounding the phased re-opening of retail spaces and workplaces. Months later, it’s safe to say that this summer hasn’t quite gone as planned for most…
Using Offensive Moves to Change Your Organizational Structure in a Pandemic
Firefighting. Tactical. In the weeds. These are the words that many senior leaders use when reflecting on how they’re leading in the pandemic. The seismic shifts occurring in our society and economy have permeated into our Board rooms and personal…
As the World Reopens, Focus on Customer Experience
I’m worried about reopening. Governments are starting to release their ‘relaunch’ plans for economies that have been decimated by the economic impact of COVID-19 and we're facing a complex and challenging series of tradeoffs. Government leaders want to protect public…
How to restructure your organization when it feels like there’s nothing left to cut
Being a leader during these turbulent times is tough. There is no defined playbook, you are trying to keep people safe, morale high, and protect cashflow. If you happen to be a leader in Alberta, it feels even more daunting…