Customer Service Archive

1 Feb 2017

Customer Service: The Most Important Business Practice to Invest In

It’s been almost a year since my last blog post, but I’ve been fairly busy in my new role as a Multimedia Production instructor at Lethbridge College. Which by the way, is best job in the world!
3 Dec 2013

Bueller… Bueller… Anyone? Are you listening on social media?

I typically like to share examples of positive case studies of social media use, but I had an experience over the weekend that I had to share. Cineplex was holding a Black Friday sale over the weekend
22 Nov 2013

Social media doesn’t make you a customer service superstar

I’ve written a number of posts about customer service, many of them about how social media is a great customer service tool. I need to clarify something. Social media does not make a a company with poor
25 Jun 2013

How To Be Freaking Awesome!

I don’t normally write blog posts back-to-back like this.  But something happened that I just have to share. I’m attending the #PSEWEB conference in Vancouver this week and staying at the Delta Vancouver Suites. I Instagramed the
25 May 2012

How and Why to Keep Customers Happy

This seems like a no-brainer, but unfortunately a lot of companies just don’t get it. A few years ago I wrote a post entitled ‘Customer Service is the New Marketing‘ where I shared some thoughts on the
23 Feb 2012

Empower Your Staff

If you know me, you’ve probably heard me mention how “customer service is the new marketing.” In fact, I wrote a post about it three years ago.  It was true then, it’s true today. I want to share
3 Feb 2012

Customer Acquisition vs. Customer Retention

Advertisements, promotions, sales. These are all about increasing your client pool or customer acquisition. In 2009, it’s reported that companies spent 56% of their marketing budget on customer acquisition activities and only 33% on customer retention activities.