Blog

Category: customer loyalty

Is your customer service helping you laugh all the way to the bank?

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

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Seven messages leaders need to deliver to their customer service team

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

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Are you easy to work with? – a lesson in client responsiveness

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)

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Exceptional customer service starts with small actions

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

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A strong organizational culture creates customer loyalty

“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

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