Month: November 2017

Braving the tides of a shifting retail industry

My latest regular column for The Globe & Mail published over the weekend in their Saturday edition.  It was inspired by two significant, yet polar opposite, events that occurred just recently in Canada’s retail industry.  The impending closure of a Canadian institution, Sears, contrasted with the almost-manic expansion of the online retailer, Amazon. In What […]

Here’s how to destroy customer loyalty in a matter of minutes (aka lack of empathy)

I was recently reminded, first-hand, of how customer loyalty can be lost through a few ill-chosen words.  Let me explain. A couple of months ago, my elderly father was unexpectedly admitted into the hospital due to some health complications.  The hospital stay was longer than anyone had anticipated, and in the stress and anxiety related […]

Successful business relationships require that you invest before you withdraw

I continue to be astounded at how many people simply don’t understand what it takes to build solid thriving business relationships that stand the test of time.  This was emphasized to me, yet again, because of something that happened a few weeks ago. Now that we have opened our new west coast office, I find […]

Customer Service Leadership Summit – advance registration deadline is midnight Wednesday

If you’re a regular reader of the blog, or if you receive my monthly Mega Minutes, then you already know how excited I am about sharing the stage with three exceptional speakers at the Customer Service Leadership Summit in Calgary AB on November 15.  Not just these three amazing thought-leaders, but three industry experts will […]

You are a role model for workplace change that you’re leading … so walk the talk!

I started this video tip series on how leaders can successfully implement workplace change back in June, and today is instalment #15, which will be my final piece of advice in this series.  I hope you’ve enjoyed them and found them of value.  If you want to see all of them in one place, you […]