Set Yourself Apart In The Tough Times

Set Yourself Apart In The Tough Times

Seth Godin wrote an interesting post yesterday about “winning on the uphills” that really resonated with me. The crux of...

One Person Does Not Equal “Everyone”

One Person Does Not Equal “Everyone”

A couple of months ago I wrote about the challenge that communicators face in recognizing that we are not the...

You Aren’t Always Right

You Aren’t Always Right

As our team does more and more online outreach on behalf of our clients, I’m increasingly coming to realize that...

Does Your Organization Have Multiple Personalities?

Does Your Organization Have Multiple Personalities?

Whether you like it or not, your customer service is now part of your company’s public relations. In reality it...

8 Small Steps To Improve Client Relationships

8 Small Steps To Improve Client Relationships

We’ve all experienced the client (internal or external) who, for some reason, you just can’t satisfy. It’s frustrating – you...

Branding Won’t Solve All Your Problems

Branding Won’t Solve All Your Problems

Organizations need to remember that just because they shout something loudly, it doesn't mean it's true.

Four Lessons From Twitter’s Spam/Customer-Busting Episode

Four Lessons From Twitter’s Spam/Customer-Busting Episode

Four lessons that companies can learn from Twitter's latest customer-service episode

Orderit.ca Delivers Excellent Proactive Customer Service

Orderit.ca Delivers Excellent Proactive Customer Service

Well done to Orderit.ca. I’m thoroughly impressed. With one piece of proactive customer service they’ve erased any bad feelings I had about my experience and turned me into an ambassador for their company.

WestJet Shows The Value Of Providing Friendly Service

WestJet Shows The Value Of Providing Friendly Service

It's always a pleasure to write good things about a company. Today I'm pleased to do this for WestJet.

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