A directory of Black-owned restaurants in Toronto. It's not complete (Albert's! Ti Kay La! Buna Coffee/Nunu! Beach Hill Smokehouse! Enat Buna! Salaama Hut! Xawaash! Bilal!) but it's a starting point. Add below what's missing. afrobiz.ca/Toronto/Restau…

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"We wanted to understand: what were organisations doing from the perspective of their customers and employees during a time of crisis?" - arpy #CustomerExperience #EmployeeExperience

"This was a case study of what future businesses and organisations might expect." - arpy #CustomerExperience #EmployeeExperience

"We knew we needed to listen, and there are three kinds: - Community listening - Customer listening - Employee listening" - arpy #CustomerExperience #EmployeeExperience

"We learned that being employee-centric was more important than being customer-centric. They needed to feel you have their back." - arpy #CustomerExperience #EmployeeExperience

"The C-suite can't know what's happening. Committees need to be made up of people who experience what's happening. But if people are listening and no one's doing anything about it, you can't progress." - arpy #CustomerExperience #EmployeeExperience

"How can we deal with uncertainty? #DesignThinking is an ideal model, because it's non-linear. Listening, seeing if it's true or not, iterating on solutions. Many businesses were doing it without knowing what it was." - arpy #CustomerExperience #EmployeeExperience

"We heard that transparency made a fundamental difference to employees, which trickled down to customers." - arpy #CustomerExperience #EmployeeExperience

"Digital transformation was mentioned as the first solution offered, but it's not always the right one." - arpy #CustomerExperience #EmployeeExperience

"Don't assume technology solutions will solve the problem. Ask the questions, pose scenarios, have people appropriately trained." - arpy #CustomerExperience #EmployeeExperience

"What's wrong with most automated research? Imagine if someone asked how you're feeling, and all the options are predefined. The grey areas are where you get to understand." - arpy #CustomerExperience #Qualitative

Recording from our final #COVID19 webinar and which concludes PH1's research intro how to elevate your customer experience and employee experience in a time of crisis

2021 is almost here 🙃 What are the CX lessons & fails we can learn from? - mailchi.mp/605b8883da49/l…

We research dozens of products, services, platforms every year. Ironically, you all face the same barriers to your growth: 1. You're not selling/offering what people are asking for. Often this is a simple matter of using the wrong words, in others the offering is mismatched. ...