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Customer experience
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Choosing Your Next Growth Engine: A Method to Evaluate Market, Offering, Positioning and Internal Capacity
Key Takeaways Many growth initiatives fail because companies move too quickly away from what they do well, not because the market itself was necessarily a bad one. A growth engine should be evaluated across four dimensions: market, offering, positioning and internal capacity. The total score on a grid is not enough. The weakest dimension tells […] 7 min
Diversifying Your Markets in Uncertain Times: Tools to Help You Choose Wisely
Key takeaways Faced with tariffs, Quebec SMEs have three options: indecision, stagnation, or market diversification. Only the third can be planned. Companies that pivot quickly usually had a strategy in place before the crisis. The BCG matrix tells you what you have, the Ansoff matrix tells you where you can go, and the 4 Ps […] 10 min
Automation and Customer Experience: Finding the Right Balance Through the Customer Journey
Key Points Automation can improve the customer experience by reducing wait times, simplifying follow-ups, and clarifying next steps. When misapplied, it can strain the relationship and exacerbate frustrations, precisely when the customer was expecting personalized attention. The customer journey helps identify the right places to automate, without undermining the moments when human intervention remains essential. […] 16 min
The Customer Journey as a Driver of Growth
How your customers experience your brand is one of the few competitive advantages you truly control. This article explores how to transform the customer journey into a driver of sustainable growth, both internally and externally. Key Points The customer journey allows you to visualize your customers’ experience beyond your internal processes. A well-structured customer experience […] 14 min
Brand Experience & Content Distribution: The Essential Link in the Age of LLMs
Key Points Visibility has declined: even with a high BX, brands have lost between 35% and 61% of their organic traffic since the advent of AI-powered snippets. ROI has changed: impressions and clicks are no longer enough. The “zero-click gap” is widening; you need to measure your marketing efforts differently. GEO replaces traditional SEO: optimizing […] 11 min
Prioritize, decide, act: the tools to turn ideas into impact
Key points The right answer to the wrong question is still a bad decision: you must clarify the problem before choosing a solution. A SMARTER goal transforms a vague intention into an actionable and measurable target. Three practical tools: the effort-impact matrix, the weighted decision grid, and risk assessment structure the transition from idea […] 8 min
From firefighter to strategist: how to attract your best clients
Key points Every strategic decision serves as a filter that determines which customers you attract or repel. Your mission, vision, and values aren’t just words in a business plan: they’re your primary decision-making criteria. Aiming for a 10X leap rather than a 2X one forces you to rethink your business model rather than stretch […] 9 min