Why not use the festive season to inspire some customer service reminders and suggestions. This time of year, we’re engaging with businesses more than ever to get all those Christmas or Hanukkah or Festivus or whatever gifts. In a nutshell, it’s freaking busy. And the focus on your business’s customer service experience could never be more intense. […]
It’s vital to understand the importance of your vision statement. Do me a favour. I’d like you to take a moment and think about your organization’s vision statement. It doesn’t matter if you work for a business, non-profit, government, yourself…what ever it might be, picture your vision. Capture it in your mind. Got it? Now speak […]
Sprout Social put out an article earlier this year on Social Media Stats Every Marketer Should Know. Looking over these 28 statistics, you get a really good idea of what customers are expecting from companies, but also where the communication opportunities are being missed. And by “opportunities”, I mean “engaging with customers.” Customer expectations around brand […]
Big box stores aren’t always the beacon of great customer service or big shifts in customer experience practices. This might be changing, if these two examples are any indication. Fan of the blog/podcast, Warren Pickard, shared a couple of customer experiences he’s had to illustrate a possible shift in how companies are choosing to engage and […]
44% of US customers take their business elsewhere due to bad/inadequate service. Why do they leave? 53% feel unappreciated, 42% are put off by rude or unhelpful staff – NewVoiceMedia Research Simon Sinek’s book Leaders Eat Last is not only a great tool for leadership development but it can also help your business better […]
Recently, I had the absolute pleasure of speaking on a panel at Victoria, BC’s first Small Office, Home Office Conference, or SoHoVictoria. Joining Scott McDonald, Digital Strategist for Butchart Gardens and Rod Philips, co-founder of Liquify.ca, we were tasked with answering business communication customer experience related questions posed to us by the audience. A really […]
Sometimes cool stuff happens. And when it does, it’s an opportunity to learn from something or someone that you may not have expected, including about business communication from a less than obvious source: a musician. Recently, I had the pleasure of attending a concert with pretty great local (Vancouver Island, BC) talent, Vince Vaccaro, in one of the […]
First impressions are the most lasting. — Proverbs I was talking to someone about their recent restaurant experience where the food and the service was amazing, they just couldn’t get over one thing: the host. However great the food and experience was once they sat down, it was that first impression that had the most […]
Better communications shouldn’t be the goal, but great communication always should be. If we want to have more meaningful connections with, and be further engaged in, your customers or employees, businesses need to stop focusing on communications. It’s communication (no S) that needs to be the target for leaders, managers, and staff. Without good communication […]
“How should we communicate?” It’s a great question, and should be asked when putting together any communication plan, simple or complex. The problem is that it’s one of the right questions, just in the wrong order. By asking them in the right order, you’ll have the information you need to build a better, and more effective, […]