3 mins read

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5 and a Half Reasons to Read What’s Your Purple Goldfish?

Customer experience is the ultimate differentiator. Great, humanity-driven service and added value (“the upsell”) will turn customers into advocates, bolster loyalty and reduce the costs of trying to convince new…..

2 mins read

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Don’t Go the Extra Mile for Your Customers

I visited Staples this week to get some binding work done on a report I was putting together for a client. I don’t use the service too often but every time…..

3 mins read

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Losing Customers in the Small Print

Manipulation or “slipping a fast one” is a great tactic in losing customers, not helping them. Not too long ago, I was getting ready to go out and I realized…..

3 mins read

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WARNING: Must Use Wheaton’s Law for Customer Experience

You remember that first time you went into a store to find they didn’t have what you wanted, only to be even more surprised when the staff member who was…..

2 mins read

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A Simple T.U.R.N. to Better Customer Service

E.L.A.A. = Everybody loves an acronym. How about a “turn”? or T.U.R.N. As I was thinking about my experience in customer service, the feedback I’ve shared and the conversations I’ve…..

3 mins read

#YYJChat: A Customer Service Conversation

Last night, I was invited to be the guest on a local Twitter chat called: #YYJChat. I know the founders (Susan Jones and Mat Wright) of this weekly engagement but,…..

2 mins read

A Simple T.U.R.N. to Better Customer Service

E.L.A.A. = Everybody loves an acronym. How about a “turn”? or T.U.R.N. As I was thinking about my experience in customer service, the feedback I’ve shared and the conversations I’ve…..

3 mins read

Losing Customers in the Small Print

Manipulation or “slipping a fast one” is a great tactic in losing customers, not helping them. Not too long ago, I was getting ready to go out and I realized…..

2 mins read

Applebee’s Hires Robot Waiters

How does automating your customer service sound? How about having servers whose main role is to deliver food/drink and not engage with you? How about a nice combination of both?…..

Service Suggestions

The Future of Customer Service: Future Shop?

Is the future of our engagement between customer and business evolving right under our noses? What does this future look like? I don’t see flying cars. I don’t see

Anatomy of a Response to Bad Customer Service

Well this is interesting. Over the course of writing this blog in the last four years, there have been a few occasions where businesses have responded to posts, whether

UrbanSpoon: When Talking Back is a Good Thing

Social media has been the biggest customer service game-changer in recent memory. Now, anyone can get on a computer and share their feelings, both good and bad (but it’s

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