BC

Highway 5 washout

What is Involved in Social Customer Care for a 1 in 2000 Year BC Flood

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood”. As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. And it’s been well received… @TranBC @DriveBC thank you for your great social …

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Russel being interviewed

Behind the Scenes of Government Social Media Customer Care

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. “Yes, but what do you do? Aren’t you just tweaking on faceplant?” – actual quote from my dad. Thanks, Dad. To be fair, I regularly explain my role, …

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customer communication

What a Musician Can Teach You about Customer Communication

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 …

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great service from Robinson's Outdoor Store

How Robinson’s Outdoor Store Hikes Service Success

It’s always nice to hear a GOOD customer service story, and this time it’s Robinson’s Outdoor Store’s turn.  The nature of customer service experience feedback is it’s typically negative. This is true for two reasons:  1) people typically are inspired to action by negative emotion. There’s a reason there are complaint departments and not praise …

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engagment and good service while you don't wait

FOO: A Little Engagement Goes a Long Way

I’ve had a few arguments in the past (who me, confrontational?) regarding small vs. big business and their level of customer service. But Russel, people say, bigger businesses have more money to spend on training. The more expensive the shop, the better the service. Ridonkulous! As I’ve blogged before on staff and branding, customer servicestarts from the bottom up. Cost, expense…don’t and …

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