I’ve been spending quite a bit of time with the Salesforce Canada team. Recently, I had a chance to present at the #PathToGrowth LIVE series along with a stellar cast:

Joe Mimran, Founder, Club Monaco & Joe Fresh
Jaldeep Pandya, Sr. Manager Business Transformation, Honda Canada
Zahra Al-Harazi, Purpose-Driven Leadership Expert & Entrepreneur, Skillit
Amber Mac, President, AmberMac Media Inc.

Our theme was not only growth, but also innovation in customer experience and employee empowerment. The world has changed and there’s no going back. The companies that will emerge stronger are the ones that embrace technology to sell, service, market, and collaborate from anywhere.

The team at Salesforce created this snipped from the event on the importance of sprinkling magic in the customer journey.

Transcript

We have to look at, where are we not delivering against customer expectations throughout the customer journey, even in the smallest of touchpoints, and in the greatest of services and products. And we need to look for ways where we can start to improve that. What can we fix right now? And then after you start checking those boxes, look at their favorite experiences, especially if they are outside of your industry, and let that inspire you. Look at ways where you can deliver that “wow” factor, where you can sprinkle a little bit of that magic dust on your experiences, so that those experiences become wonderful memories, and those memories become the brand.