customer experience | David Pullara

Ideas. Insights. Inspiration.

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Blog: Blog2

Aug 182 min read

Finding Win-Wins

Finding win-wins requires you to critically examine your business with a "what can we change to make things better" mindset.

May 101 min read

Painfully Obvious

When what you say clearly isn't consistent with what you do, it's often painfully obvious to your customers.

Mar 313 min read

Retail Lessons from a Hospital

There are a few lessons retailers can learn from Humber River Health.

Nov 19, 20235 min read

How Mistakes Can Enhance Your Brand

Your business will make a mistake at some point. And when it does, it's an opportunity to enhance your brand... if you handle things well.

Oct 23, 20235 min read

Retail Lessons from Service Ontario

Service Ontario highlights five simple lessons that any retailer can use to deliver great customer experiences.

Oct 1, 20232 min read

The Best Way to Cut Costs

The best way to cut costs is to eliminate the things that most of your customers won't miss. So why do so many businesses do the opposite?

Jun 11, 20232 min read

Delivering Incremental Customer Value

Delivering incremental value to your customers is usually worth the investment.

May 4, 20239 min read

The Service Recovery Counts More

The following post, originally titled "The Recovery Counts More than the Fumble" was published via LinkedIn on September 1, 2016. It was...

May 4, 20239 min read

Penny For Your Thoughts: A CX Story

Many years ago, TD Bank offered a case study on what NOT to do when it comes to customer experience; the lessons are still relevant today.

Mar 27, 20234 min read

The Face of Your Brand

What customers think about your brand is shaped by the people who represent it.

Oct 11, 20222 min read

The Importance of a Thoughtful Exit

It takes years to gain a customer's trust, but only moments to lose it.

Oct 10, 20222 min read

Credit Card Advice

Here's my advice for businesses thinking about passing along their credit card fees to consumers as a separate charge.

Oct 7, 20221 min read

Apple Bank

Imagine a world where Canada's sixth bank was operated by a company as beloved as Apple.

Sep 28, 20223 min read

Ready to Leave

How many of your customers are ready to leave... and what do you plan to do about it?

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