Customer Relationships

Explore how Canadian customers are making the link between connectivity, customer service and their ongoing willingness to stay loyal to brands.

Catherine Laporte, Vice President of Marketing and eCommerce at DAVIDsTEA, reveals how one-to-one customer experiences are key to building a brand.

Meet Jonathan Moody: co-founder of one of the fastest-growing companies in Ottawa, keen sailor, and Salesforce Trailblazer

These are five different ways companies can use information to shift the thinking -- and maybe even the culture -- of service teams towards their customers.

Think about what you or your customer service team might hear and the customer outcomes that they’re thinking about in the background.

Customers won’t want sales reps hovering around them all year long, but if there’s a genuine attempt to develop a meaningful relationship they’ll be more likely to remain an engaged and loyal buyer over the long term.

A continuous improvement culture may not emerge overnight, but it doesn’t have to be an expensive or complex undertaking, either. Just keep some of the following truisms in mind as you begin to make it a regular part of the discussions that happen with every single member of the team.

There’s no shortcut to real-life Olympic success, of course, as any of the most successful athlete will tell you. Similarly, customer service requires using the right tools in a strategic way to produce consistent levels customer satisfaction and even delight over periods of time.

Use Valentine’s Day cards as a metaphor to develop a strategy that spreads the love among more of your customers.

Try a few of these exercises in your next staff meeting and see if there’s an empathy gap in your organization that needs closing -- or if there are team members with strong empathy skills that might deserve greater recognition.