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…..

4 mins read

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5 Ways RoboCoin Service Could Have Sucked Less

Recently, Andrew Wilkinson (founder of Metalab) and Rajiv Khaneia (founder of Sparklit) posted about their experience trying to buy a Bitcoin machine from Robocoin, a Bitcoin ATM provider. I’d like…..

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

#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

Germany – Translating the Customer Experience

Travelling to other countries is always interesting. Whether it’s the new experiences, the different cultures or just trying to figure out the currencies, it always makes me think about home…..

4 mins read

5 Ways RoboCoin Service Could Have Sucked Less

Recently, Andrew Wilkinson (founder of Metalab) and Rajiv Khaneia (founder of Sparklit) posted about their experience trying to buy a Bitcoin machine from Robocoin, a Bitcoin ATM provider. I’d like…..

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…..

Service Suggestions

Can Self-Service Be Good for the Customer Experience?

The move for business to adopt more self-serve methods has been happening for a while. Gas stations, ATMs, check out counters… But I’m wondering if this is good customer

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

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