,, ,, Success is not the key to happiness. Happiness is the key to success. Ifyou love whatyou are doingy , ou wi be successful.
- Epictetus
Editor’s V I E W
www.X.com/insightssuccess
The Golden Rule for Every Business
Everysuccessfulbusinessunderstandstheimportanceofempathyinbuilding strongcustomerrelationships.TheGoldenRuleforbusinessesissimpleyet profound:alwaysputyourselfinyourcustomer’splace.Thisprinciplelay emphasisontheneedtounderstandcustomers’needs,preferences,andemotions.
Whenbusinessesadoptthismindset,theycancreatebetterproductsandservices. Byviewingsituationsfromacustomer'sperspective,companiescanidentifypain pointsandaddressthemeffectively Thisapproachleadstoenhancedcustomer satisfaction,asclientsfeelheardandvalued.Forexample,ifacustomerfindsa productdifficulttouse,understandingthisfrustrationcanpromptabusinessto improvethedesignorprovideclearerinstructions.
Moreover,acknowledgingthisgoldenrulenurturesloyalty.Customersaremore likelytoreturntoabrandthatdemonstratesgenuineconcernfortheir experiences.Thisloyaltycantranslateintorepeatbusinessandpositiveword-ofmouthrecommendations,whichareinvaluableforgrowth.
Inaddition,puttingoneselfinthecustomer'sshoeshelpsintailoringmarketing strategies.Byrecognizingwhatresonateswiththetargetaudience,businessescan createmoreeffectivecampaignsthatcaptureattentionanddriveengagement.
Toconclude,thefoundationofanythrivingbusinessliesinitsabilityto empathizewithcustomers.Byprioritizingtheirneedsandexperiences, companiescanbuildlastingrelationships,enhancesatisfaction,andsecurea competitiveedgeinthemarket.TheGoldenRuleisnotjustaprinciple;itisa pathwaytosuccess.
Thelatesteditionof Insights Success,titled"Canada'sTop20Admired CompaniestoFollowin2024,"highlightstheorganizationsthatexemplifythis empatheticapproachintheiroperations.Thesecompanieshavenotonlyexcelled intheirrespectiveindustriesbuthavealsoprioritizedunderstandingand addressingtheneedsoftheircustomers.
Haveagoodreadahead!
08. Corby Spirit and Wine Limited Distilling Success in Canada's Beverage Industry
20. Gestisoft Bridging the Gap Between Businesses and Technology
How Can Companies Effectively Communicate Their Mission and Values How Do Companies Build and Maintain Strong Customer Loyalty
Balcan Innova ons www.balcan innova ons.com
Bits In Glass www.bitsinglass.com
CMHA www.cmhato.org Contemporary Office Interiors www.coi.ca
Corby Spirit and Wine Limited www.corby.ca/en
GEMSYS Money www gemsysinc.com
Ges so www.ges so .com
ivari Canada www.ivari.ca
Lantern Capital www.lanterncapital.ca LBC Capital www.lbccapital.com
Featuring
Ron Cauchi
Chief Execu ve
Officer
David Hauser CEO
Michael Anhorn
CEO Rory Ellis
Chief Execu ve Officer
Nicolas Krantz President and Chief Execu ve Officer
Jack Lord
President and CEO
Pier Lemyre President
Todd Lawrence President and CEO
Bav Malhi CEO & Founder Adam Blackmore Director
Brief
Balcan Innova ons focuses on developing eco-friendly technologies, promo ng sustainable prac ces in waste management and recycling to reduce environmental impact.
Bits In Glass specializes in so ware development for the financial sector, crea ng innova ve solu ons that streamline opera ons and enhance customer experiences through cu ng-edge technology
CMHA is commi ed to improving mental health services across Canada, advoca ng for policy changes and providing support programs that foster well-being in communi es.
Contemporary Office Interiors designs innova ve office spaces that enhance produc vity and collabora on, offering tailored solu ons that reflect clients' unique needs and brand iden es.
Corby Spirit and Wine Limited specializes in the produc on and distribu on of premium spirits and wines, catering to diverse consumer tastes across Canada.
GEMSYS Money offers comprehensive financial management solu ons, empowering businesses with tools for effec ve budge ng, forecas ng, and cash flow management to achieve financial success.
Ges so focuses on delivering tailored CRM solu ons, enhancing customer rela onships and opera onal efficiency for businesses through innova ve technology.
ivari Canada delivers insurance and investment solu ons, priori zing customer needs with tailored products that ensure financial security and peace of mind for individuals and families.
Lantern Capital invests in promising ventures, focusing on sustainable growth strategies that drive innova on while delivering significant returns to stakeholders.
LBC Capital provides investment advisory services, specializing in private placements and offering strategic financial insights to clients across various sectors.
LendCare www.lendcare.ca
Malyka Kha Director Company
Micro Logic www.micrologic.ca
New Pacific Metals Corp www.newpacificmetals.com
Quebec commissionaires www.commissionnaires quebec.ca
Radius Credit Union www.radiuscu.com
Featuring
Stephane Garneau President and CEO
Andrew Williams Chief Execu ve Officer
Marc Parent Chief execu ve officer
Ted Struthers CEO/General Manager
Safety First www.safetyfirst.com
Jean-Philippe Dionne Director
Sagen www.sagen.ca
Se er Capital www.se ercapital.com
Stuart Levings President and CEO
Peter McGrath Founder and President
Brief
LendCare offers flexible financing solu ons, enabling consumers to access credit for personal and retail purchases while enhancing the overall borrowing experience.
Micro Logic provides innova ve so ware solu ons tailored for the manufacturing sector, enhancing opera onal efficiency and produc vity through advanced technology and expert support.
New Pacific Metals Corp specializes in exploring and developing precious metal resources, leveraging advanced technology to maximize mineral recovery and sustainable prac ces.
Quebec Commissionaires offers security services across various sectors, emphasizing integrity and professionalism while ensuring safety and protec on for clients and communi es.
Radius Credit Union provides personalized financial services, fostering community engagement and suppor ng members' financial well-being through accessible banking solu ons.
Safety First provides workplace safety solu ons, focusing on risk management and compliance to create safer environments for employees across various industries.
Sagen is a leading provider of mortgage insurance, suppor ng homeownership in Canada by offering innova ve solu ons that empower buyers and lenders alike.
Se er Capital specializes in investment management services, u lizing expert analysis to guide clients towards achieving their financial objec ves with confidence.
SNDL www.sndl.com
Zachary George Chief Execu ve Officer.
SNDL is a cannabis-focused company commi ed to innova on and growth in the industry, enhancing shareholder value through strategic investments and opera onal excellence.
Stonehaus Realty www.stonehausrealty.ca
Sean Zubor Co-founder and CEO
Stonehaus Realty is dedicated to providing excep onal real estate services, focusing on client sa sfac on and community engagement while naviga ng the property market effec vely.
Nicolas Krantz President & CEO
Corby Spirit and Wine Limited N i co l a s K r a n t z
Corby Spirit and Wine Limited
Distilling Success in Canada's Beverage Industry
Inanindustrywheretrendscome
andgolikeseasons,CorbySpirit andWineLimitedhasstoodthe testoftime,evolvingfromitshumble beginningsontheOntariofrontierto becomeapowerhouseintheCanadian spiritsandwinedomain.Atthehelmof thisstoriedcompanyisNicolas Krantz,PresidentandCEO,whois steeringCorbyintoafuturethathonors itsrichheritagewhileacknowledging innovation.
Sinceitsinception160yearsago, whenwhiskywasasessentialtodaily lifeasbread,Corbyhasbeenan integralpartofCanada'scultural foundation.Thecompany'sjourney mirrorsthenation'sowngrowth,from aruggedfrontiertoasophisticated, modernsocietywithatasteforthe finerthingsinlife.
Today,Corby'sinfluenceextendsfar beyonditsCanadianroots.The company'sportfolioboastsmanyofthe top25sellingbrandsinthecountry,a testamenttoitskeenunderstandingof consumerpreferencesandmarket trends.ButNicolasandhisteamare notcontenttorestontheirlaurels. Theyareconstantlypushingthe boundaries,creatinginnovative marketingcampaignsandeventsthat keeptheirbrandsattheforefrontof consumers'minds.
Nicolas'visionforCorbyisclear:to createwin-win,memorable
Corby is driving change externally through brand a liations that inspire acceptance, inclusion, and support for industry diversi cation. By prioritizing responsible marketing and fostering an inclusive culture, Corby aims to bring people together and serve a valuable role in society.
experiencesforcustomers,consumers, shareholders,andemployeesalike. Thisphilosophypermeatesevery aspectofthecompany'soperations, fromproductdevelopmentto distributionandmarketing.
Underhisleadership,Corbyisnotjust sellingspiritsandwines;itiscrafting momentsthatmakelifeworthliving. Thisapproachhasresonatedwith consumersacrossCanadaandbeyond, withCorby'sproductsnowfinding theirwayontoshelvesintheUnited States,Europe,andotherinternational markets.
Inanindustryoftendominatedby multinationalconglomerates,Corby's successstoryservesasareminderthat withpassion,dedication,andadeep understandingofone'sroots,a companycannotonlysurvivebut thriveforoveracenturyandahalf.As Corbyraisesaglasstoitsrichhistory, italsolooksforwardtowritingthe nextchapterinitsspiritedjourney
Let us learn more about its journey:
TheHistoryofCorbyDistillery
In1826,HenryCorby,a26-year-old immigrantfromtheUK,arrivedin Canadaandestablishedamodestfood shopandbakeryinBelleville,Ontario.
Bythe1840sand1850s,Corbyhad soldhisbakeryandinvestedinaSt. Lawrencesteamer,whichledhimto thegraintrade.Hisgrowinginterestin distillingpromptedhimtoproducehis ownwhiskyforlocalconsumption,a venturethatsoonbecameintegralto hismillingbusiness.By1859,the distillerywasincorporated,markingits significancealongsidethemilling operations.
The1880sand90ssawatransitionin leadershipasHenryCorbyII,Henry's son,tookoverthebusinessin1881. Underhisguidance,thecompany beganbottlingitswhisky,brandedas Corby,whichgainedpopularityand
openednewmarkets.Thecompany alsodiversifiedbyimportingScotch whiskyandwines.
Inthe1910s,Corbyexpandeditsreach byestablishinganofficeinMontréal. InOctober1912,HenryCorbyIIwas appointedtotheCanadianSenate. However,theonsetofwarnecessitated ashiftinfocus,asthedistillery suspendednormaloperationsto supportthewareffortbyproducing alcoholformunitions.
The1920sbroughtsignificantchanges whenH.CorbyDistillerywassoldto theCanadianIndustrialAlcohol CompanyLimited.Thisnewentity acquiredtheassetsofJPWiser's Distilleryandrelocatedoperationsto Corbyville,Ontario.
From1935to1945,HiramWalker–Gooderham&WortsLtd.acquireda 51%stakeinCorbyDistilleryLimited. Yet,WorldWarIIagaininterrupted normaloperations,asthedistillery shiftedtoproducingalcoholfor munitions.
In1952,followingthewar,Canadian troopsreturnedwithatastefor importedspirits.Corbyrespondedby signingajointventurewiththeUnited RumMerchantsofLondon, introducingtheesteemedLamb's familyofrumstoitsdistillery
In1969,thecompanyrebrandedas CorbyDistilleriesLimitedandwas listedontheTorontoStockExchange. The1978acquisitionofMeagher's DistilleryLimitedanditssubsidiary, theWilliamMaraCompany,expanded Corby'sdomesticliqueurmarket presenceandintroducedinternational brandslikeBeefeatergin.
In1987,AlliedLyonsPLCbecame Corby'smajorityshareholderby acquiring51%ofHiramWalker–Gooderham&WortsLtd.shares.The followingyear,Corbyacquired McGuinnessDistillingCo.Ltd., addingbrandssuchasPolarIcevodka toitsportfolio.
In1989,after132years,theCorbyville distilleryclosed,transferringits maturingwhiskyinventorytothe HiramWalkerfacilityinWindsor, Ontario.
Thenewmillenniummarkeda revitalizationforCorby.In2005, PernodRicardS.A.becamethe majorityshareholder,leadingtolongtermagreementsthatintroduced renownedbrandslikeChivasRegal andJacob'sCreekwines.Corbyalso acquiredinternationalrightstoLamb's rum.
In2008,Corbyaddedtheglobally recognizedvodkabrandABSOLUTto itsportfoliothroughapartnershipwith PernodRicard.
InNovember2013,Corbyunveileda newbrandidentityandofficially changeditsnametoCorbySpiritand WineLimited.
Thecompanycontinuedtogrow, acquiringthespiritsassetsof DomainesPinnacleInc.in2016,which includedtheuniqueUngava® PremiumCanadianginandarangeof maple-basedliqueurs.
In2017,Corbyexpandeditsportfolio furtherbyacquiringTheForeignAffair Winery,aVQAwineproducerbasedin Niagara,Ontario.
CorbyToday
Mostrecently,in2023,Corbyacquired AceBeverageGroup,aleadingbetterfor-youbeveragealcoholcompanyin Canada,whichincludesbrandssuchas CottageSpringsandAceHill.
Throughitsrichhistory,Corbyhas continuouslyevolved,adaptingto marketdemandswhilemaintaininga passionforqualityandinnovation.
CorbyislistedontheTorontoStock ExchangeunderthesymbolsCSW.A andCSW.B.Thecompanyisaffiliated withPernodRicardS.A.,aglobal
leaderinthespiritsandwinesector. Thispartnershiphassignificantly enhancedCorby'sportfolio,bolstered itsoperationsandpurchasingpower, andenabledthecompanytoleverage internationalexpertiseandbest practicesforthebenefitofallits stakeholders.
CorbycollaboratescloselywithHiram Walker&SonsLtd.,alsoaffiliated withPernodRicard,whichfurther strengthensthebrandsand performanceofbothentities.Mostof thebrandsownedbyCorbyare blendedandbottledattheHiram WalkerfacilityinWindsor,Ontario.In recentyears,Corbyhasexpandedits reachbyacquiringthreerapidly growingCanadianbusinesses:Ungava SpiritsCo.,ForeignAffairWinery,and AceBeverageGroup.
Thecompany'svowtoquality, ingenuity,andservicehasallowed Corbybrandstobecomeintegralto celebrationsandtraditionsacross Canada.Thisdedicationhasfostered workforcegrowthineveryregionof thecountryanddeliveredconsistent returnstoshareholdersfordecades.
Corby'sportfolioincludessomeof Canada'smostesteemedbrands,such asJ.P.Wiser's®,LotNo.40®,Pike Creek®,andGooderham&Worts® Canadianwhiskies,alongwith Lamb's®rum,PolarIce®vodka, McGuinness®liqueurs,andUngava® gin.ThroughitsaffiliationwithPernod RicardS.A.,Corbyalsorepresents renownedinternationalbrands, includingABSOLUT®vodka,Chivas Regal®andTheGlenlivet®Scotch whiskies,Jameson®Irishwhiskey, Beefeater®gin,Malibu®rum, Kahlúa®liqueur,Mumm® champagne,andaselectionofwines suchasJacob'sCreek®,Stoneleigh®, CampoViejo®,andKenwood®.
Withadistinctiveportfoliothat encompassesbothuniqueCanadian brandsandinternationalpremium offeringsacrossallmajorcategoriesof
winesandspirits,Corbyboaststhe mostcomprehensiveselectioninthe market.Thisdiversearraycultivatesa strongandvibrantportfoliothatmeets consumers'desiresforchoiceand varietyintaste.
ExcitingInnovationsintheBeverage World
• SkrewballPeanutButter Whiskey:SkrewballPeanut ButterWhiskeypresentsa
With years of experience in the industry, Corby understands that although many aspects have evolved, the fundamental wish to take a moment and appreciate life endures. Every day, their team is dedicated to crafting memorable experiences that bene t consumers, customers, and each other. This philosophy not only guides their actions but also fuels their continued success”
delightfulfusionofsweetand savory,perfectforembracing life'squirkymoments.This distinctivespiritisboundto surpriseandpleaseeventhemost doubtfulguestsatanygathering.
• Código1530BlancoTequila: Craftedfrom100%fullymatured, hand-selectedBlueWeberagave, Código1530BlancoTequila adherestothehighestquality standards.Itboastsanearthy, mineralessencebalancedwitha
brightcitrussweetness.This award-winningtequilacontains noadditives,sweeteners,or flavorings.
• AceBeverageGroup:Corby SpiritandWineLimitedhas integratedAceBeverageGroup intoitsportfolio,enhancingits arrayofrenownedspiritsand winebrands.Thisacquisition providesCanadianswitha broaderselectionofaccessible andconvenientready-to-drink (RTD)options.
• NudeBeverages:WithAce BeverageGroup'sacquisitionof NudeBeverages,bothCorbyand ABGareadvancingtheirshared goalofbecomingleadersin Canada'sRTDmarketby expandinginWesternCanada.
ArtofCreatingUnforgettable Experiences
Drivenbypassionandversatileenergy, Corbycreatesunforgettable experiencesthatenhanceeverydaylife.
Theirgoalistobringpeople together—whetheronsunlitpatios,in cozydiningrooms,orinlivelypubs andrestaurants.Acrossthecountry, tablesarebeautifullysetwith selectionsfromtheirexceptionalrange ofpremiumproducts.
Asenthusiastichosts,Corbyrepresents aremarkablefamilyofindividuals committedtoresponsibleconsumption andpromotingamoreharmoniousway oflivingandcollaborating.Theyfulfill theirroleasconsiderateguests,valuing
theirbusinesspartners,local communities,andtheenvironment.
Corbyfirmlybelievesthattruemagic unfoldswhenindividualsfromdiverse backgroundscometogethertoshare andcollaborate.Thispassionfor inclusivityenhancestheirstrength, creativity,andagility
Withyearsofexperienceinthe industry,Corbyunderstandsthat althoughmanyaspectshaveevolved,
thefundamentalwishtotakeamoment andappreciatelifeendures.Everyday, theirteamisdedicatedtocrafting memorableexperiencesthatbenefit consumers,customers,andeachother Thisphilosophynotonlyguidestheir actionsbutalsofuelstheircontinued success.
PassiontoEnvironmentalandSocial Responsibility
AsaprominentCanadianproducerand marketerofspiritsandwines,Corbyis dedicatedtoenvironmental stewardshipandresponsiblehosting. Theuniquecharacterofitsproduct portfolioisdeeplyrootedinthe Canadianlandscape,utilizingthe country'sabundantnaturalresources, includingpristinewater,fertilesoil, andsustainableenergyforproduction.
Corbyprioritizesenvironmental responsibilitybyaddressingboththe directandindirecteffectsofits operations.Itsproductsareblended andbottledatHiramWalker&Sons LimitedinWindsor,Ontario,afacility thatcomplieswithISO14000 standardsandhasachieved "GreenSTAR"recognitionforits effortsinminimizingcarbon emissions.
Thecompanyiscommittedto preservingdiverseterroirsandtheir ecosystemswhiletacklingclimate changetoguaranteehigh-quality ingredientsforfuturegenerations. Additionally,Corbyisdedicatedto combatingalcoholmisusebyadapting itsbusinessandmarketingstrategies, addressingharmfuldrinking,and collaboratingwithstakeholdersto drivemeaningfulchange.
In2012,Corby'sparentcompany, PernodRicard,joined11leadingbeer, wine,andspiritscompaniesandtwo industrytradeassociationsinagreeing toafive-yearprogrambuiltaroundfive commitmentsdedicatedtoreducing alcohol-relatedharm.These commitmentsincludereducingunderagedrinking,strengtheningand expandingmarketingcodesofpractice, providingconsumerinformationand responsibleproductinnovation, reducingdrinkinganddriving,and enlistingthesupportofretailersto reduceharmfuldrinking.
Corbyiscommittedtomakinga positiveimpactonthesefive commitmentsthroughvariousinternal andexternalinitiatives,ensuringthat consumersareawareofthebenefitsof drinkingresponsiblyandtherisks associatedwithexcessalcohol consumption.
ResponsibleMarketingand InclusiveCulture
Corbyisdedicatedtoresponsible marketingpracticesandfosteringan inclusiveworkplaceculture.The company'sCodeofCommercial Communicationsensuresthatall employeesinvolvedinproduct promotionarecertifiedinresponsible liquorservicetraining,andall marketingandadvertisingactivities adheretostrictguidelines,including themessage"Pleaseenjoyour productsresponsibly.”
Corby'sdevotiontovaluingindividuals shinesthroughinitsapproachto treatingemployees,customers,and supplierslikefamily.Thecompany understandsthatdiverseperspectives arecrucialforfosteringcreativity, innovation,andbusinessexpansion.To supportthis,Corbyhasformeda Balance&InclusivityCommittee, composedofmembersfromallits offices,tocultivateaculturethat embracesvariedviewpointsand experiences.
Toencouragegenuinesocial connections,Corbycollaborateswith GenWell,aCanadiannon-profit focusedonface-to-faceinteractions. CorbyhostsGenWellConvivial Lunchesinitsofficesandfactories, offeringphone-freeoccasionsfor employeestogather,sharemealsand drinks,andengageinmeaningful dialogue.
Furthermore,Corbyisdrivingchange externallythroughbrandaffiliations thatinspireacceptance,inclusion,and supportforindustrydiversification.By prioritizingresponsiblemarketingand fosteringaninclusiveculture,Corby aimstobringpeopletogetherandserve avaluableroleinsociety.
VowtoResponsibleConsumption
Asaleadingspiritsandwinecompany inCanada,Corbytakesits responsibilitytopromotesafeand responsibleconsumptionseriously. ThroughitsCorbySafeRides initiative,thecompanyhaspartnered withtheTorontoTransitCommission (TTC)since2013toprovidefree,safe ridesforTorontoniansonNewYear's Eve,ensuringnoonedrinksanddrives.
Thepartnershiphasexpandedoverthe years,withJamesonIrishWhiskey sponsoringtheKingandQueen streetcarlinesonSt.Patrick'sDayin 2018and2019,andPolarIceVodka offeringcomplimentarystreetcarrides toBlueJaysfansin2022.Todate, CorbySafeRideshasprovidedover 1.8millionfreerides,witha18% increaseintransitridershiponNew Year'sEve.
Corby'spassionforlocalcommunities extendsbeyonditsSafeRides initiative.Throughitsannual Responsib'AllDay,employeesat CorbyandHiramWalker,alongwith 18,500globalemployeesofPernod Ricard,unitetobuildamore sustainableandresponsibleworld.
In2022,employeesbuiltanddonated 66beehivestolocalbeneficiaries, recognizingtheimportanceofbeesfor pollinationandbiodiversity.Asa companythatreliesonwellfunctioningecosystemstoproduceits iconicbrands,Corbyisdedicatedto promotingsustainabilityand supportinglocalcommunities.
TheAccomplishedLeadershipofMr. NicolasKrantz
Mr.NicolasKrantzservesasthe PresidentandChiefExecutive OfficerofCorby
From2017to2020,heheldthe positionofChiefExecutiveOfficerat PernodRicardWinemakersinSpain. Priortothat,hewastheChief FinancialOfficerforPernodRicardin theEMEAandLATAMregionsfrom 2012to2017,andhealsoservedasthe CFOandCOOoftheglobalwine divisionofPernodRicardinSydney from2005to2011.
HiscareeratPernodRicardbeganat theirHeadquartersinParisinBusiness DevelopmentandM&A.Overthe years,Nicolashasheldvarious executivepositionswithinseveral PernodRicardaffiliatesand predecessorcompanies,amassingover 25yearsofindustryandfinancial expertise.HeholdsaMasterof FinanceandaBachelorofEconomics fromSorbonneUniversityinParis.
Success consists of going from failure to failure without loss of enthusiasm.
- Winston Churchill
How Can Companies Effectively Communicate Their Mission and Values
Theimportanceofacompany'smissionand
valuescannotbeoverstated.Thesearenot justwordsonawebsiteorafancyposteron thewall;theyareafoundationofanorganization's identitythatguidedecision-makingandinfluence employeeengagement.Whendonewell,acompany's missionandvaluescansupportastronginternal culture,attractlike-mindedcustomers,andimprove overallbrandreputation.
UnderstandingtheMissionandValues
Acompany'smissionstatementisdefinedasitscore purposeandobjectives.Itisaroadmapguidingthe organizationtowarditsgoals.Valuesarethe principlesandbeliefsthatdrivebehaviorinthe company.Together,theyhelpcreateaunique organizationalculture,informstrategies,andshape interactionswithstakeholders.
ImportanceofClearCommunication
Themissionandvaluesmustbecommunicated clearlyandconsistentlytoresonatewithemployees, customers,andpartners.Clearcommunication ensuresthateveryoneunderstandstheorganization's goalsandtheprinciplesbywhichitoperates.This understandingcreatescohesionamongemployees, aligningtheireffortswiththeoverarchingobjectives ofthecompany
DevelopingaCompellingMessage
Thisisthefirststepineffectivecommunication: developingameaningfulmissionstatementandsetof values.Amissionstatementshouldbeshort,concise,
specific,andmeaningful;soitshould revealthemeaningofwhatthe companywantstogetwhilevalues representthebehaviorandattitudethe organizationlikes.Therefore,in creatingsuchstatements,itshouldbe involvedwithvariousstakeholders, suchastheemployees,management, andevencustomerstoensurethatthe resultwouldreallyrepresentthe organization.
Usingveryordinaryandfamiliar wordstendstohelpmakethemission andvaluesmemorable.Usingno jargonorpowerwordsalsomeansthat peoplefromthefirstdayintheir employmenttothemostseasonated executivecanreadthecommunications andrelatetothemsincetheseare accessible.Sucharelationshipfostersa sharedsenseofdirection.
UsingMultipleChannelsin Communication
Afterthecompanymissionandvalues havebeendefined,itbecomesessential tocommunicatethesemessagesusing anumberofchannels.Paperandboard onthewalloftheworkspaceorprinted papercouldworkperfectly,butthere aresomanyopportunitiesforwider coverageinthedigitalplatform,such asthroughsocialnetworks,thewebsite ofthefirm,andintranets.
Videocontentisalsoagreattoolfor communicatingmissionandvalues. Shortvideoclipsofleadership discussingthepurposeofthe organizationoremployeetestimonials regardingwhatthevaluesmeanto themcanbeagreatconnection.This approachdoesnotonlyenhance understandingbutalsoemotionally engages.
ConsistencyisKey
Therehastobeconsistencyin communication.Missionandvalues
mustbeapparentineverydetailofthe operationofthecompany-fromhiring tomarketing.Forinstance,ifa companyisinnovative,itmustreflect thisintheworkenvironmentand collaborativepractices.Ifcustomer serviceisthecorevalue,thenthere mustbeemployeetrainingand encouragementtomeetthatvaluein theirdealingswithclients.
Inaddition,duringtheonboarding process,thenewemployeesshouldbe exposedtothemissionandvaluesina meaningfulway.Thiscanbethrough discussionsonhowtheprinciples applytotheirrolesandthecompany culture.Theidealscanbereinforced throughtrainingsessionsand workshopsovertimesothatthey becomethefocusoftheorganization.
EngagingEmployees
Employeesarecrucialforspeechand lifeaboutthecompanymissionand values.Ifemployeesareabletoshare theirexperience,thentheauthenticity oftheirclaimsisincreased.Forumsfor discussion,programsofrecognition, andpresentationofstaffmemberswho bestshowlivingcompanyvaluesare allcompellingmethodsforintegrating thoseconceptsintoeverydaypractices.
Organizationalstorytellingisanother successfulwayofdoingthis.Inthis respect,employeesareencouragedand motivatedtofeelpartofthefamilyby tellingstoriesonhowthecompanyhas liveditsmissionandvalues.Itcanbe communicatedthroughanewsletter, meeting,orevensocialmedia,andthis way,effortswouldbeunderstoodin perspective.
MeasuringImpact
Companiesshouldmonitorthe effectivenessofthemissionandvalues attimestoensurethattheyresonate well.
Thiscanbedonebydoingsurveys, feedbacksessions,andperformance metrics.Thiswouldenablecompanies tounderstandhowemployeesperceive themissionandvaluesandprovide areasforimprovementsothattheydo notbecomeobsoleteasthe organizationevolves.
ChangeAdaptation
Thechangesinthemarketsandsocial normsrequirethecompaniesto reassessandadjusttheirmissionand values.Involvingtheemployeesinthe processkeepsthecoreidentityalive whiledemonstratingthatthe organizationisinterestedintheir opinions.Suchflexibilitycanfurther tietheemployeestothecompanyasit strengthensasharedcommitmentto themission.
Conclusion
Thisprocesscannotbeaccomplished inonetime.Rather,itisanongoing journeytocommunicateeffectively whatacompany'smissionandvalues meanandconvey.Craftingclear messagesusingappropriatechannels forcommunication,consistency,and engagingemployeeswithcontinuous impactmeasurescanbethebuilding blocksofanorganization'sculture-one thatlivesbytheveryprinciplesthatit espouses.Theresultcanonlybea moremotivatedworkforce,loyal customers,andreputationthatendures.
Gestisoft
Bridging the Gap Between Businesses and Technology
Inthefast-paceddigital
environment,businessesare constantlyseekinginnovative solutionstostaycompetitiveand efficient.Thevastpossibilitiesoffered byMicrosoft’ssuiteofproductsand servicespresentacompelling opportunityforbusinessestobuildup technologytostreamlineoperations, enhancecustomerexperiences,and drivegrowth.Theneedfordigital solutionshasneverbeenmorecritical, andMicrosoft’srobustandversatile offeringsprovidethetoolsnecessaryto meetthisdemand.
Transitioningintotherealmofsolution providers,Gestisoftisattheforefront ofprovidingthesedigitalsolutions.By bridgingthegapbetweenbusinesses andMicrosoft’svastpossibilities, Gestisoftempowersorganizationsto harnessthepoweroftechnologyto achievetheirstrategicobjectives. Whetherit’simprovingoperational efficiency,enhancingcustomer engagement,ordrivinginnovation, theirsolutionsaretailoredtomeetthe uniqueneedsofeachbusiness.
Undertheinnovativeleadershipof Pier,Gestisofthasestablisheditselfas aleadingproviderofMicrosoft Dynamics365solutionsinCanada.As thePresidentofGestisoft,
Gestisoft is committed to growth, innovation, and partnerships, and works daily to ensure their solutions evolve to meet their clients’ needs.
PierLemyreplaysapivotalroleinthe organization’smissiontohelp businessesdiscover thefullpotential ofMicrosoftDynamics365, transformingthewaytheyoperateand competeinthedigitalage.Hisvision andguidancearekeytoensuringthat businessescaneffectivelynavigate theirdigitaltransformationjourney withGestisoft.
Let’s discover more about Gestisoft:
FromHumbleBeginningstoa LegacyofSuccess
Gestisoft,establishedin1997by ClaudeRoseandSuzanneArbour’s ethosandacommitmenttowell-being.
Now,PierLemyre,FrançoisCloutier, andVincentFournier,three cornerstonefiguresof Gestisoft, continuethislegacyasthenew shareholders.Pier,havingjoined Gestisoftin2001,ascendedtheranks tobecomeCEO.François,startingas VPofSalesandMarketing,nowstands astheirCRO.Vincent,havingbeen withthemsince2012,nowleadsas theirCOO.
SpecializinginMicrosoftDynamics 365solutions,Gestisoftacknowledged accolades,suchasthePrix PerformanceQuébec2021,the ExcellenceCanadaAward2022 (Excellence,Innovation&Well-being), andthe“GreatPlacetoWorkCanada” certificationsfor2022,2023,and2024.
PierLemyre President Gestisoft
AttheheartofGestisoft’scultureisthe beliefthatworkshouldbesynonymous withjoy,fosteringacohesiveteam environment.Theircommitment extendsbeyondbusiness,reflectedin theirsupportforsocietalinitiativeslike theCharlesBruneauFoundationand the48hMakeaWishcycling challenge.
ExcellenceforGestisoftencompasses commercialsuccess,personalgrowth, relentlessinnovation,andsocietal impact.Drivenbypassion,they leveragethetransformativepowerof technologytoshapetheirclients’ futuresandcontributetoathriving Canadianeconomy.
MeetingtheDemandforAccessible Technology
In1997,Gestisoft’sfounderand formerCEO,ClaudeRose,identifieda marketneed.Manybusinesseswere strugglingwithdisconnectedsystems andmanualprocesses,whichwas holdingthembackfromreachingtheir fullpotential.Thisinspiredthecreation ofGestisoft.Theirgoalwastohelp businessesimplementpowerfuland intuitiveERPsolutionsusingbetter technologytomanagetheiroperations moreeffectively
Thisresolvetofillsignificantmarket needscontinuedastheyidentifiedand respondedtoevolvingindustry requirements,suchasenhancing customerrelationshipmanagement with‘MicrosoftDynamicsCRM’and addressingspecificdemandsof regulatedbodiesandassociations.
Theirjourneytowardcloud-basedSaaS offeringsisatestamenttotheir steadfastcommitmenttomeetingthe demandforaccessible,scalable,and cost-effectivetechnologysolutions. Thisjourneyfurtherpropelstheir
missiontoclosethetechnologygapfor businessesfarandwide.AtGestisoft, theypourtheirdedicationintocrafting integrated,inventivesolutionsthat emboldenbusinessestothriveand growinthedigitalage.
CraftingSolutionsforDiverse BusinessNeeds
Gestisoftcraftsdigitalsolutionsthatfit awiderangeofbusinessneeds.By makingthemostofDynamics365’s capabilities,they’reheretohelp businessesstreamlineoperations,build lastingcustomerconnections,and supportgrowth.
Theirapproachincludesadoptingthe fullspectrumofCRMandERP capabilitieswithinDynamics365and tailoringandextendingtheseplatforms tomeetspecificindustryneeds.They combinethetoolsinDynamics365 withtheirclient’scurrentsystems.This letsinformationmoveeasilybetween thingslikemanagingmoney,the supplychain,sales,andcustomer service.
Also,theysawwhatspecificthings businessesneededinareasthat requiredspecialfunctions.So,they createdtheirownapps,likeLegio, whichismadejustforprofessional associationsandregulatedbodies. Thesecustomsolutionsfixtheproblem ofneedingalotofcustom development.Theirclientsgettools thatarebothefficientandfollowthe rules.Plus,they’reeasytouse.
Gestisoftoffersflexibledigital solutionsthatcangrowwitha business.TheyuseMicrosoft technologiestocreatepersonalized, innovativesolutionsthataretailoredto thespecificneedsofeachbusinessthey workwith.Theyfocusondelivering customizedsolutionsthatmakethe mostofMicrosoftDynamics365and
theMicrosoftPowerPlatform.This way,theycanhelptheirclientssucceed andgrowtheirbusinesses.
UnderstandingClientRealities
Gestisoftengagesdeeplywithits clients,immersingthemselvesintheir businessrealitiestoensuretheir solutionsgenuinelyaddresstheir specificchallengesandgoals.Their processisinherentlycollaborative; theybuildlong-lastingrelationships andseethemselvesasanextensionof theirclient’steam.Thisapproach allowsthemtosupporttheirclients througheverychallengeand opportunity,makingsuretheir solutionsevolvealongsidetheir business.
Gestisoft’scommitmenttopartnership andgrowthiswhatmakesthemstand out.It’sintheongoingsupportand aftercare,helpingtheirclientsadapt, makingsurethatGestisoftismorethan justavendor,butatrustedmemberof theirteam,propellingthemforwardto newheights.
DrivingEfficiencyandEngagement
Gestisofthasmadesignificant contributionstobusinessesby developingnichesolutionsonthe MicrosoftPowerPlatformfor managingcitizenrequestsinCanadian cities.Recognizingtheneedfor efficiencyandcitizenengagementin municipalgovernance,theycreated specializedsolutionsthatstreamlined requestmanagement,leadingto successfulimplementationsincities likeLaval,Lévis,andTerrebonne.
Theirdecisiontofocusonthese solutionsstemmedfromtheir commitmenttoinnovationand addressingreal-worldchallenges.By embracingMicrosoftPowerPlatform, theyprovidedacomprehensiveand scalablesolutionthatintegrated seamlesslywithexistingsystemsand workflows.
Asaresult,municipalitieswereableto processcitizenrequestsfaster,improve citizensatisfaction,andensure effectivecommunication.Looking ahead,Gestisoftremainscommittedto drivinginnovation,utilizingemerging technologies,andfosteringstrategic
operationalexcellence.
UnderstandingThroughListening
AtGestisoft,theyhavealways anchoredeveryactionanddecisionin theircorevalues.Theseprinciplesare notjustwords;theyarethefoundation ofhowtheyoperateandinteractwith everyclient.
Herearetheirfivecorevalues:
• PuttingPeopleFirst:Gestisoft focusesoncreatingenvironments wheretheirteamandclientscan thrive.Understandingand addressingtheuniqueneedsof theirclientsstartsbyvaluing humanconnectionsandfostering relationshipsbasedontrustand mutualrespect.
• BeingQuickonTheirFeet:The businessworlddoesn’tstandstill, andneitherdoesGestisoft.Their adaptabilitymeansthey’realways preparedtopivotandevolvetheir strategiesandsolutionstokeep theirclientsaheadofthecurve.
• OwningTruthinAction: Gestisoftoperateswith transparencyandaccountability Trustisthecornerstoneoftheir relationships,andtheymaintainit bybeinghonestandclearinall theircommunicationsand commitments.
Thesevaluesaren’tjustabackdrop; they’retheveryessenceofGestisoft’s identity Theyguidethemtobuildnot justsolutionsbutpartnershipsthat endureandevolve,drivingsuccessfor theirclientsandfosteringapositive, lastingimpact.
HarnessingInnovationfor Empowerment
• ListeningtoUnderstand:They engagedeeplywiththeirclients, andadaptingtotheirevolving needswithcutting-edgesolutions.
• PlayinganInfiniteGame: Gestisoftisinitforthelonghaul andiscommittedtocontinuous improvementandinnovation.
Inarapidlyevolvingtechnological sector,Gestisoftshinesbrightlyasa symbolofinnovationanddedication.It isn’tjustanenterprise;it’sacollective ofindividualsboundbyasharedethos. Atitscoreliesanunwaveringbelief thatworkshouldintertwineseamlessly withjoyandfulfillment.Thisvibrant sentimentisencapsulatedintheP2BG aspirations.Thisunderstanding allowsthemtotailorsolutions precisely,ensuringtheyarenot justeffectivebuttrulyaligned withtheirclient’sgoals.
philosophy–“ProudtobeGestisoft”–atestamenttotheteam’spassionate commitmentanddrive.
Theirapproachfocusesonadopting currenttechnologicaladvancementsto enhanceclientsolutions,ensuringthey areadvanced,relevant,anddirectly applicable.Theylisten,adapt,and evolvebasedonreal-worldfeedback, ensuringtheirsolutionsremaincuttingedgeandbeneficial.
Collaborationiskey,aswellas workingalongsideclientsandindustry leaderslikeMicrosofttoensuretheir solutionsareinnovative,robust,and suitedforlong-termsuccess. Ultimately,Gestisofttransformsclient challengesintoopportunitiesfor growthandefficiencythroughtheir innovativedigitalsolutions.
StrategicAlliancesforInnovation
Gestisoftislaser-focusedon solidifyingitspositionasaleaderin theMicrosoftecosystemforCloud SolutionProvidersforBusiness Applications.Theyarebroadening theirreachinCanadaandtheUSA, aiminghigh–toberankedamongthe toptierofbusinessesacrossCanada. TheirpartnershipwithMicrosoft,a strategically,enablesthemtodesign innovativesolutionsleveraging Microsoft’stechnologies.Gestisoftis committedtogrowth,innovation,and partnerships,anditworksdailyto ensureitssolutionsevolvetomeetits clients’needs.
Morethanacompany,Gestisoftisa journeytowardstransforming businessesthroughMicrosoftCloud solutions&AI.Theystrivetobe exemplarycorporatecitizensand industryleaders,withafocuson constantimprovementandclientcare. By2030,theyenvisionGestisoft thrivingacrossCanadaandtheUSA,
In a rapidly evolving technological sector, Gestisoft shines brightly as a symbol of innovation and dedication.
makingstrategicacquisitions,and havingasocialimpact.Their commitmentextendstoenhancing customerexperiencesandprovidinga fulfillingworkenvironmentfortheir employees.
TheirvisionistobeamongCanada’s mostinfluentialSMEs,maintaining theirheartfelthumantouch.Thisis morethanaplan;it’sabig,hairy, audaciousgoal(BHAG).Theyinvite everyonetojointheminthisexciting venture,aimingtobeabeaconin digitaltransformation.
DeepUnderstandingofTailored Solutions
AtGestisoft,customersatisfactionis placedattheheartofeverythingthey do,ensuringapositiveexperiencefrom theinitialhandshaketothefinal deliveryandbeyond.Theirapproach startswithadeepunderstandingof theirclient’suniquesituations.They don’tjustlisten;theyimmerse themselvesintheirclients’worldsto trulygrasptheirneedsandchallenges. Thisfoundationalunderstanding guidesthemintailoringsolutionsthat aren’tjusteffectivebutperfectly
alignedwitheachclient’sspecific goalsandprocesses.
Communicationisanothercornerstone ofGestisoft’scustomerapproach.They believeinclear,transparent communicationthroughouttheir engagementprocess,keepingtheir clientsinformedandinvolvedevery stepoftheway.Thisopennessfosters trustandensuresthattheirclientsfeel supportedandalwaysvalued.
Moreover,Gestisoftviewsitsclients notjustascustomersbutaspartners. Thismeanscollaborationiskey They worktogetherwiththeirclients, incorporatingtheirfeedbackand valuingtheirinputastheyco-create solutionsthattrulymakeadifference intheirbusinessoperations.
Finally,Gestisoft’scommitment extendsbeyondthesolution’slaunch. Theyprovideongoingsupport, training,andresourcestoensuretheir clientscontinuetogetthemostoutof theirinvestment.AtGestisoft,ensuring customersatisfactionismorethanjust aprocess;it’sacontinuous commitmenttobeingatrustedpartner intheirclients’digitaltransformation journeys.
EnablingData-DrivenDecisionMaking
Gestisoft’scontributiontothe growthandsuccessofthebusinesses itservesismultifaceted.Theyfocus onoptimizingtheirclients’business processesthroughdigitalsolutions thatstreamlineoperationsand automatetasks,enhancingoverall efficiencyandallowingtheirclients toconcentrateonstrategic,valueaddedactivities.
Theyenabledata-drivendecisionmakingbyprovidingbusinesseswith real-timeinsightsandactionable intelligence,helpingthemtostay agileandinformed.Theirsolutions offerscalabilityandflexibility, ensuringthatasbusinessesgrowand evolve,theirservicesadapttomeet
theirchangingneeds.Furthermore, theirstrategicpartnershipwithindustry leaderslikeMicrosoftensuresthat businesseshaveaccesstothelatest technologyandbestpractices.
Gestisoft’sroleistoequipbusinesses withthenecessarytoolsandexpertise tooptimizetheiroperations,make informeddecisions,fostercustomer loyalty,and,ultimately,drivetheir growthandsuccessinthedigitalage.
Gestisofthaspositioneditselfatthe forefrontofthedigitalrevolutionby providingtailoredsolutionsto businessesthatleveragethevast possibilitiesofMicrosoft’ssuiteof productsandservices.Theirjourneyis atestamenttotheirunwavering passionandbeliefinthetransformative poweroftechnology Astheylookto
thefuture,Gestisoftremains committedtodrivinginnovation, fosteringpartnerships,andcreating solutionsthatemboldenbusinessesto thriveandgrowinthedigitalage.
How Do Companies Build and Maintain Strong Customer Loyalty
Inthebusinessworld,nodoubt,
customerloyaltywillrankatthe topasoneofthepriceless possessionsanycompanycanboast about.Notonlydoesanattached customercomebacktimeandagainto makerepeatbuys,butheorshealso servesasanadvocatewho recommendsthebrandandthereby attractsmorepeopletothe organization.Knowinghowcompanies inductandmaintainsuchathingis importantforultimatesuccess.
WhyCustomerLoyaltyMatters
Customerloyaltymattersforseveral reasons:First,keepingthecustomersis cheapercomparedtoacquiringnew ones.Indeed,differentresearchhave indicatedthatthecustomersarethose thatrepeatoften;therefore,they increasespendingovertime.
Assuch,theyensuremorerevenues withnoadditionalmarketingexpense inordertobringonboardnewclients. Also,thecustomersprovidereal-time honestfeedback.Suchcanaida companyinperfectingtheirproductor service.Acompany'sloyalcustomers canmakesomeexcellentambassadors byspreadingacertaincompany'sword amongotherssurroundingthem.
DeliveringSuperbCustomer Experiences
Themostimportantcomponentfor creatingcustomerloyaltyisthe deliveryofsuperbexperiences. Businessesthatfocusontheelementof customerserviceoftenproduce memoriesforcustomerswhocannot stopcomingbacktoseethebusiness.
Thiscanbeintheformofspeedy resolutionofissues,personalized communication,andanatmosphere thatiswelcominginanyform—beit physicalstoresoronline.Trainingthe employeestobeattentiveand responsivehelpsbusinessesshowthat theyvaluetheircustomers'timeand feelings.
Otherthanservice,anoverall experiencewithaproductorserviceis veryimportantinloyalty Acompany thatcanproducehigh-qualityproducts withexcellentwarrantiesorguarantees behindthemwillassuretheir customers.Ifthecustomerisassured ofwhathebuys,thenthereissureto return.
PersonalizationandUnderstanding CustomerNeeds
Personalizationwillbethefinal approachtowardsgainingcustomer loyalty.Oncetheygaintimetolearn andknowabouttheircustomers' preferencesandactions,thus customizingtheiroffersbasedonsuch specificneeds,acompanycando much.Theycollectdatasuchas purchasehistoryandfeedbackfromthe customers.
Businessescanusetechnologyin personalizingexperiences.For instance,emailmarketingcampaigns couldbedesignedtofeaturethose productsthatacustomermayhave purchasedbefore.Inthisregard, personalization,however,shouldnot limititselftotargetedpromotions;it alsomeansknowingthembyname, rememberingwhattheylike,andhow toconnectwiththemonthatpersonal level,whichmakesthemfeelvalued.
BuildingTrustThrough Transparency
Therootofcustomerloyaltyisbased ontrust.Thefirmsthataretransparent abouttheprocedures,values,and practicesbuildamorepositiverapport withthecustomers.Perhapsintermsof informationprovidedonproduct origin,pricestructure,orcompany policy.Customersaremorelikelytobe loyaliftheythinktheycantrustthe brandandthenitwillnotmatterhow thatbrandmesseduporstumbled sometimes.
Furthermore,companiesshouldalsobe opentoadmittingwheretheywere wrongandthencorrectingitontime. Errorscanturnintothechancesof betteringtherelationifthecustomeris handledwithhonestyandcorrectedat therightmoment.Customersare greatlyappreciativeofhonesty,and
mostofthemtendtoforgivethe mistakesmadewhentheyseethe honesteffortsofthebrand.
CommunicationwithCustomers
Engagementistheothermost importantthingforloyaltybuilding.A company,byinvolvingtheircustomers withsocialmedia,newsletters,or communityevents,cangivethemthe feelingofbeingagroup.Meaningful engagementbyacompanybuildsan emotionalrelationshipdeeperwith customers.Thiscouldbethrough interactivecontentlikeapollora contest,sharingstoriesthatwillbe associatedwiththecustomers.
Seekingfeedbackalsoshowsan organizationcaresaboutitscustomers' views.Consistentfeedbackmakesa businessunderstandwhatitscustomers wantandmakesthecustomersfeelpart ofthechangeinthebrand.Replyingto feedback,positiveandnegative, strengthensthebond.
LoyaltyPrograms:Incentivesto EncourageRepeatBusiness
Loyaltyprogramsareamongthemost widelyusedtechniquesthatcompanies useinordertopromoterepeat business.Suchprogramscanprovide discounts,pointsredeemableforfuture purchases,andaccesstonewproducts aheadofthecompetition.Withsuch incentives,customersbecomeloyalas theyfeelthattheyaregetting somethingoutoftheircontinued patronage.
However,loyaltyprogramsmustbe simpleandaccessible.Complexrules orconditionsmayconfusethe customersandmakethemlose enthusiasm.Thebestloyaltyprograms arethosethatareeasytounderstand andofferrealvalueinenhancingthe overallexperienceofthecustomer
ConstantImprovement
Thiswillonlybeachievedbymaking thecustomersloyalbycontinuously developingthebusiness.Companies arerequiredtoconstantlyanalyzetheir business,products,andservices accordingtomarketdemandand customerfeedback.Thereisaconstant changeofsituationswithinthe marketplace,andtherefore,companies mustalsohaveflexibleexpectationsto adapttowhatthecustomersexpect.
Yet,animportantconstituentelement isinnovation.Itcanneverkeepthings same.Companiesshouldcontinueto innovatebeyondcustomerexpectation timeandtimeagain.Innovations wouldencompassnewfeature introductions,improvementonthe protocolsrelatedtobettercustomer servicingorevenscanningfor innovativetechnologiesthatbringa differentbetterexperienceabouta product.
Conclusion
Torecapitulate,customerloyaltyand retentioncomeasafruitofvery strenuousexerciseandeffective strategicplanning.Companieswillbe creatingloyalcustomersthatnotonly providemonetarysupportbutalso endorseacompany'sbrandbyfocusing onexceptionalcustomerexperiences, personalization,andtransparent communication.
Themoretheycommunicateand rewardloyalty,thestrongerthe relationshipwillbe.Thebestistostay inconstantimprovementsothatitcan maintaintherelevanceandtrustfrom customers'perspectives.Itisnotan easyjourneytoloyalty,butthereward isworthit.
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