Blog

Category: customer service

Great service recovery from the Delta Burnaby!

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,

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It’s time for the next customer service revolution

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

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Customer loyalty – easy to lose, but just as easy to keep

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

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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

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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

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Customer Service Leadership Summit – early bird rates only until Wednesday!

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,

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