Customer Service

The Case for Letting Customers Go

Photo: iStock

Customers hate dealing with the "retention" desk. Why it makes more sense to let them go and then win them back instead

How Small Firms Can Win Big from Mega-Events

Mega-events like the Toronto 2015 Pan Am Games can provide big exposure for small businesses. Photo: Chris Young/CP

Toronto’s SpiderTech will supply the Pan Am Games. What they did to prepare

How to Retain Customers Like a Luxury Brand

Luxury retailer Holt Renfrew's flagship Toronto store. Photo: Deborah Baic/The Globe and Mail/CP

What keeps consumers coming back? The four key elements that high value brands use to build loyalty

How to Set Your Business Up for Success from Day One

Illustration: iStock

Processes and procedures developed early on have fuelled Rockwood Custom Homes' amazing growth

Why Share of Heart is More Important than Share of Wallet

Photo: iStock

Focus on creating emotional engagement with customers instead of simply taking their money

Why Sales Should Be About Relationship Building, Not Profit


A relentless focus on customer service earned Jackie Pickard the #2 spot on the 2015 PROFIT W100

How to Do Good in a Stigmatized Sector


Making long-term care patients' lives better earned Lois Cormack the #3 spot on the 2015 PROFIT W100

Why You Shouldn’t Make Frontline Employees Stick to the Script

Photo: iStock

Marketers need to work with HR, because your brand is in the hands of your customer-facing workers

Why You Should Be Asking “Would You Like Fries With That?”

Photo: Claudio Ventrella/iStock

Up-selling and cross-selling lead to more money per customer, if you use them the right way

Beware of Bad Review Blackmail

Photo: iStock

Review sites are being weaponized by unscrupulous clients who shake down vendors for discounts—or else