Customer experience by design and introducing...Shop Tonic

Welcome and nice to meet you, at least virtually.


The concept behind Shop Tonic has been running through my mind for quite some time and the time has come to turn the thoughts into action.

While you can visit our site,, to learn a bit more about what we do and how we can best support you to improve your customers’ experience and in turn, grow your business, I would like to take a few moments to expand on why now is the right time for businesses to step back and take a second look at customer experience.

Whether you are in the hospitality, retail, consulting or any other sector, we can all agree, you probably depend on customers to sustain your business. User experience, customer satisfaction, customer journey, customer pathing, customer loyalty, net promoter score are all terms commonly referenced in articles and blogs about customer experience. All relevant, but really just industry speak for, how your customers interact with you and your brand and how they “feel" about it.

We all have examples that come to mind when we think about companies and brands that nail it, when it comes to our experience as a customer, and on the flip side, ones who miss the mark. How you “feel” about your experience depends greatly on how well the organization executed against your expectations. The “feeling” you get when you engage with a brand is comprised of the totality of the touch points you have had with them. These touch points and how well they are executed are determined by your interactions with the various individuals who make up an organization. All of which have been informed by the culture and the strategy of said brands.

Are your customers’ experiences by design or by accident? Is it time to take a second look at how these experiences can be elevated?

Author: Bonnie MacDonald, Founder and President of Shop Tonic

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They may forget what you said — but they will never forget how you made them feel.
— Carl W. Buehner