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Later this year in November, I will be sharing the mainstage platform with my professional colleague, friend and all-round funny guy Michael Kerr at the Customer Service Leadership Summit in Calgary. Which is why I am thrilled that he agreed
My professional colleague and friend Michael Kerr is a Hall of Fame international business speaker and the author of six books, including The Humor Advantage: Why Some Businesses Are Laughing All the Way to the Bank. He is also my
Back in 2009, I blogged about how lack of client responsiveness led to a difficult experience trying to make an online purchase from the U.S. arm of the mega-company Costco. Essentially, the company (at least back then, hopefully not now)
As leaders, we have the responsibility to nurture and maintain organizations that deliver great customer service – where our employees are responsive to our clients so that they not only have wow experiences that keep them as lifelong customers, but
“Vision, mission and values … those are just meaningless words on a wall poster! In fact, most employees couldn’t even tell you one-quarter of what the sign says”, scoffs one manager I know. Unfortunately, this is a sentiment that I