Level5 Strategy

Management Consulting

Customer Centricity:
A Three-Part Series on Building a Customer-Centric Organization

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Level5 is a leading strategy and transformation consulting firm that delivers profitable growth and a superior ROI for our clients by leveraging the power of their brand.

We help our clients achieve profitable growth by focusing on 4 key solution areas:

<a href="/our-expertise/insights/"><span>Insights</span></a>
Insights
<a href="/our-expertise/strategy/"><span>Strategy</span></a>
Strategy
<a href="/our-expertise/transformation/"><span>Transformation</span></a>
Transformation
<a href="/our-expertise/customer-experience/"><span>Customer Experience</span></a>
Customer Experience

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Our Latest Ideas

L5 Work: Strategically Engaging New Canadians Through Their Channels

L5 Work: Strategically Engaging New Canadians Through Their Channels

| Hua Yu

Leaders’ Insights (Part 9):
Creating Focus: The Key to Unlocking Growth

| Lauren Singer, Russ Reeves, Joseph Smith, Tate Drummond

Is Your Strategy Still Relevant?
How COVID-19 Has Changed Customers’ Drivers of Choice

| Matt Kelly, Russ Reeves
L5 Work: Strategically Engaging New Canadians Through Their Channels

L5 Work: Strategically Engaging New Canadians Through Their Channels

| Hua Yu
Building a Brand Movement

Episode 12: Building an Unconventional Brand with Carinne Chambers-Saini, Part 2: What it Takes to Build and Refine a Strong, Unconventional Brand Through a Movement

| Lily Hou

Episode 11: Building an Unconventional Brand with Carinne Chambers-Saini, Part 1: A Journey of Resilience, Passion, and Determination

| Lily Hou

The Voice of Retail Podcast: Perspectives on the Changing Consumer in the COVID-19 Era

| Ian Madell

Leaders’ Insights (Part 9):
Creating Focus: The Key to Unlocking Growth

| Lauren Singer, Russ Reeves, Joseph Smith, Tate Drummond

Is Your Strategy Still Relevant?
How COVID-19 Has Changed Customers’ Drivers of Choice

| Matt Kelly, Russ Reeves

Leaders’ Insights (Part 8):
A Roller Coaster Learning Experience

| Lauren Singer, Russ Reeves, Tate Drummond, Joseph Smith

“Building an Effective and Authentic Newcomer Strategy”, Q&A with Hua Yu, Managing Partner of Level5 Strategy

| Hua Yu

Building an Unconventional Brand Requires a Movement: An Interview with Carinne Chambers-Saini

| Lily Hou

Leaders’ Insights (Part 7):
Think Small, Be Nimble

| Lauren Singer, Russ Reeves, Joseph Smith

Leaders’ Insights (Part 6):
Flexibility and Empathy

| Lauren Singer, Russ Reeves, Tate Drummond, Joseph Smith

Keep it Simple, and Keep it Consistent: Why Brands That Consistently Deliver on Their Promise Today Will Recover Faster Tomorrow

| James Hunter, Richard Wang

Leaders’ Insights (Part 5):
See the Big Picture

| Jordan Shapiro, Efram Lebovits, Rob Gizzie, Sean Pavlidis

Customer Centricity:
A Three-Part Series on Building a Customer-Centric Organization

| Claude Ricks, Efram Lebovits, Jordan Shapiro, Rob Gizzie

Customer Centricity Part 3:
Operationalizing a Customer-Centric Organization

| Claude Ricks, Efram Lebovits, Jordan Shapiro, Rob Gizzie
Top view of businessman working and brainstorming at his wooden

Leaders’ Insights: Surviving, Reviving and Thriving through Crisis

| Jordan Shapiro, Efram Lebovits, Rob Gizzie, Sean Pavlidis
Episode 10: Building Leadership Skills for Women Entrepreneurs

Episode 10: Building Leadership Skills for Women Entrepreneurs

| Lauren Singer
Episode 9: Adapting Fast During COVID-19

Episode 9: Adapting Fast During COVID-19

| Lauren Singer
Leaders Insight Part 4

Leaders’ Insights (Part 4):
Be the Keystone

| Jordan Shapiro, Efram Lebovits, Rob Gizzie, Sean Pavlidis

Will Your Brand Survive the Pandemic? The Rising Importance of Meaningful and Impactful Customer Interactions

| Matt Kelly, Efram Lebovits, Russ Reeves

Moving Quickly to Capture Growth During COVID-19:
Be Bold. Be Adaptive. Be Unafraid.

| Efram Lebovits, Sean Pavlidis, James Hunter

Be Bold: An Interview with Linda Hasenfratz (Part 3)

| Lauren Singer, Louise O'Donnellan

Be Agile: An Interview with Linda Hasenfratz (Part 2)

| Lauren Singer, Louise O'Donnellan

Be Adaptable: An Interview with Linda Hasenfratz (Part 1)

| Lauren Singer
Leaders Insights Part 3: The Balancing Act

Leaders’ Insights (Part 3):
The Balancing Act

| Jordan Shapiro, Efram Lebovits, Rob Gizzie, Sean Pavlidis

Something For Fans to Cheer About: The Virtual ‘Sharks Experience’ During COVID-19

| Sean Pavlidis
Staying afloat in this Pandemic as a Small Fish

Staying Afloat in This Pandemic as a Small Fish

| Rob Gizzie, Frank Zhang, Lauren Singer
Top view of businessman working and brainstorming at his wooden

Leaders’ Insights (Part 2):
Find Your Rhythm

| Jordan Shapiro, Efram Lebovits, Rob Gizzie, Sean Pavlidis

Creating a Strong Business and Building a Better World During Times of Crisis

| Lauren Singer, Lily Hou
People creating the customer experience framework

Customer Centricity Part 2:
Designing for Customer Needs Where and When It Matters Most

| Claude Ricks, Efram Lebovits, Jordan Shapiro, Rob Gizzie

Lots Will Be New, Little Will Be Normal: How COVID-19 Is Making Business Un-Usual

| Matt Kelly
light bulb with stacks of coins and shopping cart

Beyond Survival and Stabilization:
How Retail Can Spring Back to Growth

| Ian Madell, Jordan Shapiro, Frank Zhang
Leaders Insights Part 1: Watch the Road

Leaders’ Insights (Part 1):
Watch the Road

| Jordan Shapiro, Efram Lebovits, Rob Gizzie, Sean Pavlidis
How business leaders can navigate the current "new normal"

Chatter That Matters: Legends Edition

| David Kincaid
The COVID-19 Playbook; How Leaders Should Focus Efforts Over the Next 7, 30, and 100 Days

The COVID-19 Playbook: How Leaders Should Focus Efforts Over the Next 7, 30, and 100 Days

| Sean Pavlidis, Claude Ricks

Strong Brands in Times of Crisis

| David Kincaid

L5 Work: Operationalizing the Brand to Create a Customer Journey Framework for PC Financial

| Level5

The Three Key Success Factors That Will Decide the Winners of Cannabis Retail

| Efram Lebovits, Sean Pavlidis, Evin Demirli, James Hunter

Episode 8: The Value of a Promise Consistently Kept™

| Matt Kelly

L5 Perspective: Leveraging Data to Achieve Seamless Customer Journey

| Level5

L5 Perspective: The Value of a Promise Consistently Kept™

| Matt Kelly

Episode 7: The Power of Quantitatively Measuring Emotions

| Matt Kelly

The Importance of Quantitatively Measuring Emotions

| Matt Kelly

Is Your Business Suffering from Brand Confusion?

| Matt Kelly

What does it take to Build a Powerful Control Label Brand?

| Ian Madell

Is Your Organization Climate Change Proof?

| Matt Kelly
How Sustainability is becoming a key Ingredient in Fashion Brands' Promise to Brands

How Sustainability is Becoming a Key Ingredient in Fashion Brands’ Promise to Consumers

| Lauren Singer
AI is impacting the future of retail

AI is impacting the future of retail. Are you ready?

| Lauren Singer

L5 Perspective: Capturing The Moments of Truth Along the Customer Journey

| Claude Ricks

L5 Perspective: “Segments of One”, The New Reality

| David Kincaid

Episode 6: Exploring the Solutions to Produce Engaging Strategies for Canadian Regulators

| Claude Ricks, Efram Lebovits, Garnet Tosswill

Level5 Leaders Forum: Achieving Profitable Growth with New Canadians

| Level5

The Imperative for a Multicultural Growth Strategy

| Hua Yu, Frank Zhang, Richard Wang
How a customer-first mindset can help public organizations keep their promises to Canadians

How a customer-first mindset can help public organizations keep their promises to Canadians

| Rob Gizzie, Garnet Tosswill, Pooja Patel

Level5 Leaders’ Forum: How Data Drives the Customer Journey

| Level5

Episode 5: How Truly Sustainable Companies Drive Growth Through an Authentic Promise

| Andrei Flueraru, James Hunter
The Brand Driven CEO Episode 5: Be Brave And Agile

The Brand Driven CEO Episode 5: Be Brave And Agile

| David Kincaid
The Brand Driven CEO Episode 4: Aligning DX with Brand

The Brand Driven CEO Episode 4: Aligning DX with Brand

| David Kincaid
The Brand Driven CEO | Episode 3: Managing your brand as an asset

The Brand Driven CEO Episode 3: Managing Your Brand as an Asset

| David Kincaid
The Brand Driven CEO | Episode 2: The value of a brand

The Brand Driven CEO Episode 2: The Value of a Brand

| David Kincaid
The Brand Driven CEO | Episode 1: Brands and the role of the c-suite

The Brand Driven CEO Episode 1: Brands and the Role of the C-suite

| David Kincaid
What is Your Organization's Moon Shot

What is Your Organization’s Moon Shot

| Matthew Loyal Kelly
Episode 4: How Agile Supply Chains are Enabling Today’s Dynamic Customer Journey

Episode 4: How Agile Supply Chains are Enabling Today’s Dynamic Customer Journey

| Claude Ricks, Ian Madell, Rob Gizzie, Mike Doherty

Customer Centricity Part 1:
Customer Experience Re-imagined

| Claude Ricks, Efram Lebovits, Rob Gizzie
Is a Sustainable Packaging Revolution Upon Us?

Is a Sustainable Packaging Revolution Upon Us?

| Rob Gizzie
Episode 3: How Canadian Tire Retained its Title as Canada's Most Valuable Retail Brand

Episode 3: How Canadian Tire Retained its Title as Canada’s Most Valuable Retail Brand

| Ian Madell
The Toronto Raptors and the New Canadian Identity

The Toronto Raptors and the New Canadian Identity

| Hua Yu, Frank Zhang, Richard Wang
Episode 2: Why Tim Hortons is the newest coffee “darling” in China

Episode 2: Why Tim Hortons is the newest coffee “darling” in China

| Hua Yu, Frank Zhang
“Linking Customer Experiences Across Multiple Channels is What the Great Retailers Are Building” – Interview with Ian Madell, Managing Partner and President at Level5

“Linking Customer Experiences Across Multiple Channels is What the Great Retailers Are Building” – Interview with Ian Madell, Managing Partner and President at Level5

| Ian Madell
Interview with Susan OBrien

Interview with Susan O’Brien: How Canadian Tire stays as Canada’s Strongest Retail Brand

| Ian Madell
What if Winning Isn’t Everything? Here’s What Manchester United Tells Us About the Power of Building a Strong Brand

What if Winning isn’t Everything? Here’s What Manchester United Tells Us About the Power of Building a Strong Brand

| Rob Gizzie
The Future of Grocery Has Arrived; Key Takeaways From the Success of Alibaba’s Freshippo Supermarket

The Future of Grocery Has Arrived; Key Takeaways From the Success Of Alibaba’s Freshippo Supermarket

| Hua Yu, Frank Zhang, Richard Wang
Unpacking Brexit: Leading vs. Listening – Managing the Paradox in Strategic Planning

Unpacking BREXIT: Why Leading and Listening Leads to Executable Business Growth Strategies

| Garnet Tosswill

Retail: The Key to Building Cannabis Brands

| Efram Lebovits, Sean Pavlidis
Where's the Beef

Where’s the Beef? Plant-based Burgers and Brand Strategy

| Matthew Loyal Kelly

The Cannabis Industry: Crossing the Inflection Point

| Efram Lebovits, Sean Pavlidis
Episode 1: The Cannabis Industry – Crossing the Inflection Point (Podcast)

Episode 1: The Cannabis Industry – Crossing the Inflection Point (Podcast)

| Efram Lebovits
Profitable Talent Management is Always Aligned with Brand Values

Profitable Talent Management is Always Aligned with Brand Values

| Sylvia Palko, Hua Yu

In Shanghai, Why Tim Hortons is the Hottest Brand on Earth

| Hua Yu, Frank Zhang, Richard Wang
Brand Building - Top 10 Lessons Learned

Brand Building – Top 10 Lessons Learned

| David Kincaid
The Value of a Promise Consistently Kept for High Speed Rail Brands in China

The Value of a Promise Consistently Kept for High Speed Rail Brands in China

| Matt Kelly
How Apple got us to pay so much for the iPhone

How Apple Got Us to Pay So Much for the iPhone

| Matt Kelly
Nike’s Brand Strategy is to ‘Just Do It’ and Take Risks

Nike’s Brand Strategy is to ‘Just Do It’ and Take Risks

| Matt Kelly
From Fintech to Finlife, What can Canadian Banks Learn From This Emerging Trend in China?

From Fintech to Finlife: What Can Canadian Banks Learn from this Emerging Trend in China?

| Hua Yu
Is Seth rogan Driving the TTC in the Right Direction?

Is Seth Rogan Driving the TTC in the Right Direction?

| Alexander Czegledy
Second Toke?

Second Toke?

| Matt Kelly
Apple Turns a Trillion!

Apple Turns a Trillion!

| Matt Kelly
Pizza: Childhood Favourite Turned Investor Nightmare

Pizza: Childhood Favourite Turned Investor Nightmare

| Richard Baran-Chong
Branding in Canada: The Challenge of Growing Diversity

Branding in Canada: The Challenge of Diversity Marketing

| Matt Kelly
Bringing “DOUBLE DOUBLE” To China: 3 Opportunities and Watch-Outs for Tim Hortons

Bringing “DOUBLE DOUBLE” To China: 3 Opportunities and Watch-Outs for Tim Hortons

| Hua Yu
Four Ways to Align Senior Leaders to Change

Four Ways to Align Senior Leaders to Change

| Efram Lebovits
The Role of Change Leadership in an Organization's Survival and Sustainability

The Role of Change Leadership in an Organization’s Survival and Sustainability

| Efram Lebovits
Digital Transformation: In Search of a Definition

Digital Transformation: In Search of a Definition

| Claude Ricks
Branding: The Good, Bad and Ugly – An Important Lesson From MEC.

Branding: The Good, Bad and Ugly – An Important Lesson From MEC

| David Kincaid
How Strong, or Weak, is Your Personal Profile, and Why it Matters

How Strong, or Weak, is Your Personal Profile, and Why it Matters

| Matt Kelly
What Has Your Brand Done For Society Lately?

What Has Your Brand Done For Society Lately?

| Matt Kelly
Using Emotional Drivers to Your Ownable Competitive Advantage

Using Emotional Drivers to Your Ownable Competitive Advantage

| Matt Kelly
The Value of a Promise Consistently Kept

The Value of a Promise Consistently Kept

| David Kincaid
Your Brand: One of Your Most Underutilized Growth Drivers

Your Brand: One of Your Most Underutilized Growth Drivers

| Matt Kelly
5 Ways CEO's Need to Think About Digital Transformation in Order to Lead it for Their Brand

5 Ways CEO’s Need to Think About Digital Transformation in Order to Lead it for Their Brand

| Sylvia Palka Melo
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