Blog

Category: workplace culture

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

Read More

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

Read More

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,

Read More

What the earth sciences can teach us about creating a positive workplace culture

As regular readers of the blog know, I often discuss what it takes to create the right workplace culture.  A recent conversation with a manager at a client organization made me realize something that I (even though I instinctively know)

Read More

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

Read More

A Moratorium on Office E-mail?

Imagine a world in which you don’t receive any work-related e-mail except during working hours. That’s right: no beeps, bells or buzzes on your smartphone announcing the arrival of e-mail either overnight or during the weekend. None, nothing, nil, nada.

Read More