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Monday, 24 February 2014

Change your perception

“One has not only an ability to perceive the world but an ability to alter one’s perception of it; more simply, one can change things by the manner in which one looks at them.” – Tom Robbins

Many of us are told at an early age that change is a constant. It’s a series of life lessons meant to help us prepare for where we are ultimately meant to be…or so we are told. But if change is constant then is there really one place we are meant to be for more than that moment in time?

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Wednesday, 19 February 2014

The Path to Absolute



On the corporate page of Lululemon there is a statement that is both timely and telling…..”Success is determined by how you handle setbacks”. The irony of these words and their meaning probably resonate with many Lululemon staff members, shareholders and customers of late.

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Wednesday, 19 February 2014

Positive signs from the C-Suite

An article in this morning’s Financial Post profiled Marc Caira, Tim Horton’s recently appointed CEO discussing the company’s new strategy for addressing the increased competition in the North American coffee market. One key component of the plan….improved customer service. Now while this isn’t revolutionary by any means, it does highlight a growing and unified message we are hearing from the C-Suite.

After years of declining sales, increased competition and a growing impact of social networks on brand, many leaders are working to deliver stronger customer service strategies in order to create a happier customer base. Customer engagement and buy-in is recognized more than ever as a differentiator and a key element to a strong bottom-line.

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Wednesday, 12 February 2014

Vendor of the moment vs. Partner for the future?

In the many industries where products and services are commonly benchmarked, being named the top performing vendor by a client can be a huge accolade. I have worked with and worked for companies where this achievement brings memos, luncheons and the occasional trophy to proudly display for all to see. It is an achievement. A team effort that highlights a commitment to excellence and a differentiator amongst your competitors. But is it ultimate achievement?

One of the critical lessons of the most recent economic downturn was that companies need to focus on what is CORE.

What I mean by that is simple….what stays in-house because this is something your organization does better than anyone else. These are the areas where resources, budgets and expertise is allocated. What falls outside of the core, requires the assistance of a subject matter expert who excels in this area. It may be data centre management, HR and payroll services, customer care, facilities management, etc. Once this decision is made the next steps are critical to the success of any organization.

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Tuesday, 11 February 2014

Finding middle ground

As I sat at yet another early morning hockey practice hugging a slightly warm cup of coffee, I heard three familiar words I have heard alot lately…..”I am tired”. This sparked a variety of comments on the weather, kids overscheduled lives, work travel, etc.

After the rink, I started my work day weaving through the variety of business and trade publications I get sent each morning (electronically I may add)  and was met with more stories about data breaches, how customers complained every second of 2013 and the latest trends in mobile applications. Suddenly, I was back at the rink and hearing those familiar words–”I am tired”

For me, I am tired. I am tired of trying to keep up with the pace of technology. It is a race I can’t win and quite frankly, I am not interested in winning anymore. This declaration led me to think….am I alone feeling this way?

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