4 mins read

FEATURED

How Robinson’s Outdoor Store Hikes Service Success

It’s always nice to hear a GOOD customer service story, and this time it’s Robinson’s Outdoor Store’s turn.  The nature of customer service experience feedback is it’s typically negative. This…..

4 mins read

FEATURED

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…..

3 mins read

FEATURED

Is Your Mission Statement Leading to Great Customer Service?

Every business has a mission. Sometimes it’s hidden or not well defined, and other times it’s bold as day or it’s the flag your employees wave and stand behind (that…..

2 mins read

FEATURED

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…..

2 mins read

FEATURED

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

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

Amy’s Baking Company – Do Not Try This At Home

I’ve always liked the saying, “customer service is how a business shows how much it cares about its customers.” Not sure who said it (I Googled) but let me

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

Never Miss an Upsell

Subscribe to the news stream