tracey copeland

Looking Ahead to 2022

In December of last year, we were hopeful that 2020 was the only holiday season‡ we wouldn’t be able to visit some or all of our friends and families face to face. And yet, here we are in the latter part of December 2021 still in the throes of fighting the pandemic and the mostContinue reading “Looking Ahead to 2022”

Want Better CX? Nurture your Employees

A great Customer Experience (CX) begins with a great Employee Experience. In retail, offline and online, you are trusting your business to the people on the front line; cashiers, servers, technical service reps, customer service reps, clerks, ambassadors, helpers, etc. Consider this…have you ever noticed that a customer service person was having a bad dayContinue reading “Want Better CX? Nurture your Employees”

The Usual Suspects – 5 Characters on the B2B Buyers’ Journey

In my post Navigating the B2B Buyer’s Journey, I talked about the changes B2B buyers are exhibiting with respect to how they think about, find and consume product information while doing research. They are becoming more and more independent as B2C and B2B buying expectations merge in their minds and their behaviour.1 I also touchedContinue reading “The Usual Suspects – 5 Characters on the B2B Buyers’ Journey”