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Yearly Archives: 2013

Disruption Coming for Credit Cards


After several years of vapour and speculation about e-payment alternatives, the time may be right for wide scale disruption in the credit and payment universe.  The payment space has been ..

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Jul 30, 2013

In the wake of the recent floods, there is no insurance for brand damage


  (A Case Study for Customer Expectations and Brand Damage) As the waters have receded from Alberta and more recently (and modestly) from the GTA, homeowners, businesses, governments and insurers ..

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Jul 15, 2013

Customer Satisfaction Just Doesn’t Matter


Shocking but true. It is no longer enough to rely on customer satisfaction to drive loyalty and build your business. Think of satisfaction as a glass of tepid water – ..

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Jun 30, 2013