customer

social media customer service experience

CX Storytime Tale of The Anti-Social Socialite

What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises. This is the Customer Experience Storytime Tale of… The Anti-Social Socialite The Story ACT ONE: Working in social media and customer experience… it’s exhausting. Continually looking for new books …

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quotes from service leaders

21 Customer Relationship Quotes that Will Warm Your Heart

A good relationship is a good relationship. Whether it’s in your personal life or at work, the same advice around empathy, trust, compassion and effort all apply. Especially in the customer relationship. Look at your strongest and most long-standing friendships. What makes them work? How do you know they’re strong? How do you contribute to …

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A calendar opened up on a picnic table

How to be a Leader Every Day for your Customers

I recently did a motivational customer service workshop for Quilchena Hotel and Douglas Lake Ranch where the focus was all about employee empowerment and being a leader. It was a great day, being surrounded by a great group of people. It’s unbelievably important for employees to know how powerful they are in shaping the customer …

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Ripples in a pond

Stories of the Emotional Turmoil of Customer Service

Do you as a business know the emotional impact you have on your customers? Or do you care? The customer experience is an emotional experience. Good or bad, we take our interactions with brands very personally. We are human beings with thoughts, hopes and expectations around how we are treated in our lives, so it makes sense. …

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small business customer service

Small Business Customer Service Questions from SOHOVictoria

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 …

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