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…

Air Canada, WestJet rank high in airline satisfaction survey

Among traditional North American carriers, Alaska Airlines ranks highest for the 12th consecutive year

Air Canada, WestJet rank high in airline satisfaction surveyThe J.D. Power 2019 North America Airline Satisfaction Study ranks Air Canada as fourth overall in the traditional carrier category and Calgary-based WestJet as third overall in the low-cost carrier category. “Among Canada-based airlines, Air Canada (729) saw its customer satisfaction score decline five points from 2018. WestJet (758) saw its score increase 11 points…

Poor customer service suggests Telus is doomed

After wasting hours of my life, I realized I was not the valued customer Telus continued to claim I was

Poor customer service suggests Telus is doomedOne of the first signs of a business headed for decline is poor customer service. When we fail to meet our customers’ expectations for our product or service, they generally start to leave us for other options. Business owners should always keep a close finger on the pulse of our customer service. For the three…

How to create a business that can survive a century

You need to create a foundation now that establishes strong communication and systems, and the ability to adapt

How to create a business that can survive a centuryA business in my community recently marked 100 years of operation. There was a party, celebrations and even recognition from politicians for their years of service to the community. I honestly don’t know much about the business except for the great service I’ve experienced as a patron over the years. What I do know, however,…

Turning away a sales prospect might be the best thing you can do

Instead of thinking about closing every deal, we should be thinking about creating long-term value

Turning away a sales prospect might be the best thing you can doI recently told a prospective client I didn’t think I could add enough value and wouldn’t take his money for business coaching. I did this even though it would have been a nice-sized account and generate thousands of dollars in revenue. He has 20-plus employees and does $2 million to $3 million in business. But…