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Economy

The New Economy Is The Meconomy – Forbes

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It’s all about ME! Customers expect more, want to be treated better, expect you to know them, demand you cater to them and give them an easy, no-hassle, low-friction (or no-friction) experience. In today’s economy, it really is about the customer, as in us—you and ME!

I had the opportunity to interview Gabe Larson, the SVP of Kustomer, for Amazing Business Radio. Our conversation began with CRM for customer support, which is what Kustomer is known for, but turned into a conversation about what Larson calls the Meconomy.

There are five pillars to the Meconomy and understanding them will help you give your customers a better experience. This is what most, if not all, customers want and expect from the companies they do business with.

1.      Self Service: Nothing new here, but that doesn’t mean it’s not important. Self-service options have been around for a long time, but today’s customers expect more from self service. Customers will often seek the information they need on their own, hoping to get a quick answer without having to pick up the phone, wait on hold, verify their account with the company, etc. We need to provide good frequently asked question pages, video tutorials, chatbots that can answer basic questions, and more.

2.      Real Time and Anywhere: Customers want their questions answered when they want it, the way they want it. This could be an easily searchable, knowledgeable base of frequently asked questions. But what happens if the customer doesn’t speak the language? For example, the questions and answers are in English, but the customer speaks French. Is it possible to translate the content into the customer’s language? Of course! And chatbots are now able to respond in the language of the customer’s choice. As I listened to Larson talk about these pillars, I felt “Real Time and Anywhere” had a part in all of them.

3.      Personalization: Customers expect you to know who they are. They expect you to know what they have bought in the past, when they bought it, and how often, if ever, they have called in and for what reasons. I’ve written quite a bit about personalization in the past few years. It’s always been a nice way to get close to your customer. But now, it’s not an option. Customers can tell the difference between a company that knows or remembers them and a company that doesn’t. The idea that a good CRM (Customer Relationship Management) solution could combine with AI to help a company better know its customers has come of age. Know your customers and let them know you know them!

4.      Channel of Choice: Larson and I talked about the difference between multichannel and omnichannel. Having multiple ways a customer can connect with a company is one thing. It can be phone, email, messaging, etc. That’s nice, but what customers really want is to use those channels as a continuous conversation, versus fragmented connections from one mode of communication to another. This means having the capability for the customer to reach out via text messaging, switch to phone, and then to email, all without missing a beat. Customers shouldn’t have to identify themselves again and again. They shouldn’t have to repeat their story again and again. It should be one ongoing conversation, regardless of what channel—or how many channels—are used in the interaction.

5.      A Low or No-Friction Experience: When Larson shared this concept, I smiled. Just over two years ago I wrote the book, The Convenience Revolution, all about reducing the friction a customer goes through when doing business with a company or individual. In fact, every time I hear an executive in the customer service and CX world emphasize the importance of convenience, I smile. It’s very simple. All things being equal (a good product with good service), the company that is easiest to do business with will win.

The Meconomy is about your customer. Give them what they want and expect or you’re at risk of losing them to your competition.

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Economy

Canada’s unemployment rate holds steady at 6.5% in October, economy adds 15,000 jobs

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OTTAWA – Canada’s unemployment rate held steady at 6.5 per cent last month as hiring remained weak across the economy.

Statistics Canada’s labour force survey on Friday said employment rose by a modest 15,000 jobs in October.

Business, building and support services saw the largest gain in employment.

Meanwhile, finance, insurance, real estate, rental and leasing experienced the largest decline.

Many economists see weakness in the job market continuing in the short term, before the Bank of Canada’s interest rate cuts spark a rebound in economic growth next year.

Despite ongoing softness in the labour market, however, strong wage growth has raged on in Canada. Average hourly wages in October grew 4.9 per cent from a year ago, reaching $35.76.

Friday’s report also shed some light on the financial health of households.

According to the agency, 28.8 per cent of Canadians aged 15 or older were living in a household that had difficulty meeting financial needs – like food and housing – in the previous four weeks.

That was down from 33.1 per cent in October 2023 and 35.5 per cent in October 2022, but still above the 20.4 per cent figure recorded in October 2020.

People living in a rented home were more likely to report difficulty meeting financial needs, with nearly four in 10 reporting that was the case.

That compares with just under a quarter of those living in an owned home by a household member.

Immigrants were also more likely to report facing financial strain last month, with about four out of 10 immigrants who landed in the last year doing so.

That compares with about three in 10 more established immigrants and one in four of people born in Canada.

This report by The Canadian Press was first published Nov. 8, 2024.

The Canadian Press. All rights reserved.

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Economy

Health-care spending expected to outpace economy and reach $372 billion in 2024: CIHI

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The Canadian Institute for Health Information says health-care spending in Canada is projected to reach a new high in 2024.

The annual report released Thursday says total health spending is expected to hit $372 billion, or $9,054 per Canadian.

CIHI’s national analysis predicts expenditures will rise by 5.7 per cent in 2024, compared to 4.5 per cent in 2023 and 1.7 per cent in 2022.

This year’s health spending is estimated to represent 12.4 per cent of Canada’s gross domestic product. Excluding two years of the pandemic, it would be the highest ratio in the country’s history.

While it’s not unusual for health expenditures to outpace economic growth, the report says this could be the case for the next several years due to Canada’s growing population and its aging demographic.

Canada’s per capita spending on health care in 2022 was among the highest in the world, but still less than countries such as the United States and Sweden.

The report notes that the Canadian dental and pharmacare plans could push health-care spending even further as more people who previously couldn’t afford these services start using them.

This report by The Canadian Press was first published Nov. 7, 2024.

Canadian Press health coverage receives support through a partnership with the Canadian Medical Association. CP is solely responsible for this content.

The Canadian Press. All rights reserved.

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Trump’s victory sparks concerns over ripple effect on Canadian economy

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As Canadians wake up to news that Donald Trump will return to the White House, the president-elect’s protectionist stance is casting a spotlight on what effect his second term will have on Canada-U.S. economic ties.

Some Canadian business leaders have expressed worry over Trump’s promise to introduce a universal 10 per cent tariff on all American imports.

A Canadian Chamber of Commerce report released last month suggested those tariffs would shrink the Canadian economy, resulting in around $30 billion per year in economic costs.

More than 77 per cent of Canadian exports go to the U.S.

Canada’s manufacturing sector faces the biggest risk should Trump push forward on imposing broad tariffs, said Canadian Manufacturers and Exporters president and CEO Dennis Darby. He said the sector is the “most trade-exposed” within Canada.

“It’s in the U.S.’s best interest, it’s in our best interest, but most importantly for consumers across North America, that we’re able to trade goods, materials, ingredients, as we have under the trade agreements,” Darby said in an interview.

“It’s a more complex or complicated outcome than it would have been with the Democrats, but we’ve had to deal with this before and we’re going to do our best to deal with it again.”

American economists have also warned Trump’s plan could cause inflation and possibly a recession, which could have ripple effects in Canada.

It’s consumers who will ultimately feel the burden of any inflationary effect caused by broad tariffs, said Darby.

“A tariff tends to raise costs, and it ultimately raises prices, so that’s something that we have to be prepared for,” he said.

“It could tilt production mandates. A tariff makes goods more expensive, but on the same token, it also will make inputs for the U.S. more expensive.”

A report last month by TD economist Marc Ercolao said research shows a full-scale implementation of Trump’s tariff plan could lead to a near-five per cent reduction in Canadian export volumes to the U.S. by early-2027, relative to current baseline forecasts.

Retaliation by Canada would also increase costs for domestic producers, and push import volumes lower in the process.

“Slowing import activity mitigates some of the negative net trade impact on total GDP enough to avoid a technical recession, but still produces a period of extended stagnation through 2025 and 2026,” Ercolao said.

Since the Canada-United States-Mexico Agreement came into effect in 2020, trade between Canada and the U.S. has surged by 46 per cent, according to the Toronto Region Board of Trade.

With that deal is up for review in 2026, Canadian Chamber of Commerce president and CEO Candace Laing said the Canadian government “must collaborate effectively with the Trump administration to preserve and strengthen our bilateral economic partnership.”

“With an impressive $3.6 billion in daily trade, Canada and the United States are each other’s closest international partners. The secure and efficient flow of goods and people across our border … remains essential for the economies of both countries,” she said in a statement.

“By resisting tariffs and trade barriers that will only raise prices and hurt consumers in both countries, Canada and the United States can strengthen resilient cross-border supply chains that enhance our shared economic security.”

This report by The Canadian Press was first published Nov. 6, 2024.

The Canadian Press. All rights reserved.

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