Developing rock-solid client service in your business

If your business isn't delivering top-notch customer or client service today, you’re likely not long for this world

Developing rock-solid client service in your businessEnsuring you deliver rock-solid client service is key to your future. If your business isn't delivering top-notch customer or client service today, you’re likely not long for this world. In virtually all sectors, competition is fierce and customers can search and switch to the other guy at the drop of a hat. Here are some…

Physician, heal thyself – or at least your snotty attitude

It's time both doctors and front-line staff began to reflect the kind of compassionate care we deserve and should expect

Physician, heal thyself – or at least your snotty attitudeAn open letter to health-care professionals: Let’s agree that having to see a doctor or being admitted to a hospital is an activity that greatly impacts our overall physical and psychological well-being. Now, let’s pretend that the receptionists and front office staff at a medical clinic are actually a reflection of the kind of care…

How to reduce the odds of ending up with bad clients

Clear away the clutter and negative energy that lies in the path of your success

How to reduce the odds of ending up with bad clientsHave you ever had that feeling, when talking with a potential client, that they're going to be trouble? And then you do business anyway? There are many stages for the business owner between the crazy, adrenaline- and hope-fuelled startup and business maturity. But none is as powerful as the shift between accepting any and all business and…

Five principles for a better sales force

How to create a training program that builds relationships and increases sales

Five principles for a better sales forceThere is a lot of on-the-job training required when it comes to creating an effective sales team. A massive amount of information, after all, is needed to learn the job if it is to be done well. But in addition to book knowledge, sales skills require a lot of practice if your team hopes to…

The keys to customer service you may have forgotten

Serve customers with people who like people. Keep your employees accountable. And exceed your clients’ expectations

The keys to customer service you may have forgottenUnfortunately, really great customer service is hard to find. North American consumers say we want a wonderful customer service experience. But in fact, we’ve come to expect something much less. Sometimes we get exceedingly bad customer service and we rant and rage. We believe that when we’re doing business with a company, that company should…

Dedicated to serving fresh, original, quality food

Blair Stevens talks about vision behind The Chopped Leaf and why the quick-service restaurant brand is quickly gaining followers

Dedicated to serving fresh, original, quality foodBlair Stevens is founder and brand president for The Chopped Leaf. What is The Chopped Leaf and how is it different in the market?  Stevens: The Chopped Leaf is a national quick-service restaurant (QSR) brand that serves a premium product dedicated to quality, freshness, and originality! We do our mighty best to deliver a full-service…

Purolator launches e-commerce delivery service

Seven days a week with same-day or next-day delivery for consumers in Toronto, Montreal, Ottawa and Vancouver

Purolator launches e-commerce delivery service Purolator is launching a new service to take advantage of the boom in e-commerce throughout Canada. On Thursday, it introducted Purolator QuickShip, the country's first service that gives businesses the opportunity to deliver products to consumers seven days a week with same-day or next-day delivery. “In the next five years, we anticipate that 50 per…

Insurance customers demand real-time services, customization

Susan Johnston of Accenture Canada talks about delivering hyper-personalized, on-demand services

Insurance customers demand real-time services, customizationSusan Johnston is managing director of financial services at Accenture Canada. What were the key findings of the recent report Technology Vision for Insurance 2019? Johnston: Our latest Technology Vision for Insurance 2019 report found that insurance companies are now focused on how they can shape the world around people and select the right moments…

How the insurance industry can embrace the digital age

Tom Super of J.D. Power talks about the company's surprising findings about the insurance industry

How the insurance industry can embrace the digital ageTom Super is vice-president of property and casualty insurance intelligence at J.D. Power. Are insurance companies meeting customer expectations for digital self-service tools, customer service channels and omni-channel integration? Super: Insurance companies are fairly strong when it comes to customer service channels. Insurance has always been a very service heavy business and the lessons learned…

How the mobile phone industry meets – or fails – customer expectations

Adrian Chung of J.D. Power talks about the results of the company’s latest wireless survey and why trust is such a huge component

How the mobile phone industry meets – or fails – customer expectationsAdrian Chung, director of the technology, media and telecom practice at J.D. Power in Canada. What are the key results and findings you can take from a recent wireless experience survey you did? Chung: In this year’s edition of the J.D. Power Wireless Purchase Experience study, we saw a decline in overall satisfaction of six…