Customer Relationships

Customer service isn’t just about dealing with complaints. Providing excellent service starts at the incarnation of a product or service. Good service models are often built in to a brand early on rather than as a post-launch afterthought. Beyond closing a sale, the purpose of customer service is

Developing customer profiles, sometimes referred to as customer personae, is a hot topic.

Wouldn’t it be great if Canadian SMBs had some kind of search engine that told them what technology products and services they should purchase to help them grow? The Digital Adoption Compass, which was launched a few weeks ago by the Information and Communications Technology Council (ICTC), is a

Sales, marketing, and customer service professionals love referring to CRM as a technology solution—and with good reason. Average improvements among Sales force customers reflect favourable returns: a 36 percent increase in sales productivity, a 25 percent increase in sales pipeline, a 26 percent

Providing customers with an effortless service experience is a concept that has recently gained much attention and is based on a recent study by Corporate Executive Board (CEB), a leading member-based advisory committee for tens of thousands of organizations around the world. CEB’s research showed

Have you heard about effortless service and how much customers value a low-effort experience? No?  Don’t panic. We’re here to help.  A recent study by Corporate Executive Board (CEB), a leading member-based advisory committee for tens of thousands of organizations around the

I recently bought a custom picture frame from Pictureframes.com that suffered significant damage in transit to my doorstep. I braced myself for an inconvenient return process: the frame was large and awkwardly-sized, and would certainly be expensive to repackage and ship back to the

I’m a big, BIG fan of comedy. Not only does it have the ability to keep conversations light on their feet, but it also has the ability to engage people in a unique way, unmatched by any other human skill. Another important aspect of comedy: it forces you not take yourself too seriously. After all,

The C-suite is suddenly getting more crowded. According to a recent study by the CCO Council, “the chief customer officer is becoming a staple of modern business.” The annual study reveals that more established brands are hiring C-level professionals who will lead the charge to resolve customer

You’ve heard it time and time again—customer service is a very hands-on part of a business, and if you rely too much on technology, you’re driving away customers. This can certainly be true at times, but not all the time. In fact, the best customer service is invisible and readily used by