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

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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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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…..

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…..

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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