In the News & Articles

The secret to millennial marketing

CityTV - Breakfast Television, Interview with John Bardawill, TMG International Inc.

The power of FOMO and how marketers use it to sell to millennials.

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The lessons marketers are learning from the Fyre Festival fail

Global News- The Morning Show, Interview with John Bardawill, TMG International Inc.

Many companies think that by just being on social media they can market to millennials, But events like the Fyre Festival demonstrate that it is about creating appealing customer experiences.

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What impact, so far, has COVID-19 had on the Canadian airline industry

CJAD 800 AM, The Aaron Rand Show. Interview with John Bardawill, TMG International Inc.

As losses pile up in the Canadian airline industry, COVID-19 has posed unprecedented challenges to the world, including the aviation sector.

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How can car dealerships provide great customer experience when selling cars

Sirius xm radio, Bruce Sellery. Interview with John Bardawill, TMG International Inc.

In this interview, John Bardawill discusses how many car dealerships still do not provide a great
customer experience when selling cars. John explains how the industry can learn from Harley
Davidson; a long standing TMG International client, who has developed a better customer
experience approach that has proven highly profitable. It is all about recognizing the needs of the
customer first.

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The Night Side, Marketing to Millennials

Newstalk 1010, Interview with John Bardawill, TMG International Inc.

The power of FOMO and how marketers use it to sell to millennials.

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Customer experience in restaurant business during holiday season

640 Toronto, Interview with John Bardawill, TMG International Inc.

How to get great customer experience from both receiving and giving end in the restaurant business during busy holiday season.

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Interview on Airline industry lost luggage

CBC News, Interview with John Bardawill, TMG International Inc.

How well Canadian airlines explain customer's rights when luggage is lost or delayed.

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The Ingredients of a Sustainable Customer Experience

By Tanya Kushner, Customer Experience Manager, TMG International Inc.

What are the ingredients of a great customer experience? Which ones are important for its sustainability?

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How-to-Win-by-Creating-True-Value

By John Bardawill, Managing Director, TMG International Inc.;

Shannon Burch, Market Vice President, ATB Financial;

Jennifer McLeod, VP Business Development, SinglePoint Group International Inc;

Tanya Kushner, Customer Experience Manager, TMG International Inc.

How organizations re-invent themselves with customer experience.

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State of CX in Canada White Paper

By John Bardawill Director, TMG International Inc.

In 2018, TMG and Phase 5 conducted a study on the state of Customer Experience (CX) in Canada. We discovered that currently CX is stuck in the “somewhat” land – from consumers’ and organizations’ perspective. Organizations are somewhat aligned on the importance of CX focus. They sort of have CX owners. They kind of have a cross-functional CX team. They maybe have a 3-year CX plan. Read more to see what your organization needs to do to give consumers the experience they desire and deserve.

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How does a restaurant with only 12 chairs get selected as the best new restaurant in the US?

By John Bardawill Director, TMG International Inc.

FLX Table is one of the Finger Lakes region's premier dining experiences. It does not just offer great food, it offers a memorable experience that is literally unforgettable.

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The Current - Campaign urges call centre workers to hang up on the abuse

TMG is pleased to support our clients and their agents by raising awareness of potential agent abuse on December 8th edition of the CBC's The Current.

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When Your Customer Experience Strategy Is Stuck In Neutral

From The Canadian Business Journal, August, 2016
By John Bardawill, Managing Director, TMG International Inc.

Avoid six common mistakes, move out of marketing's planning zone, and get to execution.

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The Business of Disruption

From the-cma.org, September, 2016
By John Bardawill, Managing Director, TMG & CMA's Customer Experience Council

We are pleased to showcase insights and case studies on disruption. Is It Really Just Better Customer Experience?

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Boost Your High-Level Brand: Be Superfluous

From CMO.com, February 11, 2016
By John Bardawill, Managing Director, TMG

The article provides three aspects to consider if you want to add a superfluous service to your brand’s story.

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How to Retain Customers Like a Luxury Brand

From PROFITGuide.com, July 2, 2015
By John Bardawill, Managing Partner, TMG

What keeps consumers coming back? The four key elements that high value brands use to build loyalty.

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The Industry-Changing Approach to Product Development

From PROFITGuide.com, April 28, 2015
By John Bardawill, Managing Partner, TMG

How to use an incubator setup to create a brand-new offering from scratch.

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7 Simple Ways to Improve Product Development

From PROFITGuide.com, October 31, 2014
By John Bardawill, Managing Partner, TMG

Think your firm might be stuck in a rut? Here's how to make sure you are innovating in the best possible way.

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Rethink Your Channel Strategy: Key Advice From Industry Experts

From Direct Marketing Magazine, November 2013
By John Bardawill, Managing Partner, TMG

John summarizes key takeaways from the Canadian Marketing Association Roundtable: Rethink Your Channel Strategy.

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How to Deliver a Better Pizza: It's not just about the food; It's about the entire customer experience

From Direct Marketing Magazine, September 2013
By John Bardawill, Managing Partner, TMG

Learn the three key requirements for improving the customer-agent relationship.

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Social media and your business: Your biggest risk is not getting started

Article Reprint from Direct Marketing Magazine, July 2012. This article summarizes the lessons learned, and best practices explored during a Roundtable Event hosted by the CMA’s Contact Centre Council.

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Consulting with the Best

Interview with John Bardawill, TMG International Inc.’s Managing Director. “When it comes to consultancies, there are those who develop strategy and those who execute strategy. It is rare to have someone with both of these capabilities.” From Advantage Magazine, Spring 2012.

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The 'Un-Consultants' of the Call Center Space

Feature Article on TMG International Inc. originally published on the TMCnet Online Community: Five9's Outbound Call Center.

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Are Canadian CEO's up to the Innovation Challenge?

Canada may like to sell itself as embracing the New Economy but there is a problem: Canadian companies aren’t being innovative enough in creating new products, services and processes.

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Aligning Contact Centre Operations with Business Strategy

From the Journal of Customer and Contact Centre Managment, July 2011
By John Bardawill, Managing Partner, TMG

Learn how a simple reframing of a contact centre business strategy can lead to a more profitable business. This paper describes a best in class contact centre business model, and illustrates how a contact centre can transition from a cost centre to a revenue focused business by employing a revenue generating model, maximizing the customer experience, and efficiently utilizing capital and operating resources.

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The Challenges of Defining Social Media Value

The Achilles’ heel of social media has always been how does it affect a brand’s bottom line? How does 3,000 Twitter followers equate to a positive return on investment? Social media activity is really about connecting with audiences to provide them with information that engages and educates, rather than on selling goods and services.

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Failing to be Authentic Online is a Recipe for Disaster

The sad reality of the digital world is there are more frauds on the Internet than genuine articles. The other element that compounds this truth is that frauds will be exposed, singled out and attract considerable backlash. So, what is authenticity in the digital world?

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Challenges & Opportunities of Enganging with Social Media Influencers

One of the major impacts of social media is the power it gives customers in shaping brands.
The question is, how does one ultimately harness the voice of an influencer and leverage their audience? This question must be answered when planning and executing any digital marketing campaign.

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Is the Canadian Marketing Profession a Thing of the Past? Is there a Future?

As marketing professionals we have failed to keep our competencies honed and, as a result, have diminished our relevancy to the organization. So it should come as no surprise that in many organizations, marketing is no longer viewed as providing business leadership.

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Environmental Research Scan – Technology, Media and Generational Expectations

Different generations have approached, and continue to approach, the rise of digital technology from a variety of different vantage points but it is absolutely important to understand that digital media and communication have become ubiquitously accessed and utilized, to varying degrees, by ALL generations. Of course, technological shifts come with a requisite linked set of cultural shifts.

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