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When it comes to keeping your customers and clients happy, things don’t always go according to plan. Stuff happens … deliveries are delayed, products don’t work exactly as intended, and your service falls short in one or more areas. So,
Customer satisfaction and customer service has been on my mind lately, primarily because I have experienced two situations first-hand recently in which two banks just didn’t get it! Last November, I had an unfortunate interaction with ScotiaBank, and just earlier
Just a few months ago, I blogged about a specific situation I experienced where a few ill-chosen words by a bank manager were able to destroy long-term customer loyalty in a matter of minutes. Well, I’m sad to report that
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
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
I am thrilled to be sharing the mainstage platform with three exceptional thought-leaders at the Customer Service Leadership Summit in Calgary on November 15. If you receive my regular monthly Mega Minute, then you already know about this premier event,