Customer Service

Beware of Bad Review Blackmail

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

A New Way to Know What Your Customers Are Thinking

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People aren’t always honest about their emotions, but new software can detect what’s really going on

How to Build Real Customer Relationships On Social Media

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You can't just automate your posts and hope for the best

The 4 Essentials of Legendary Customer Service

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What you can learn from a brand with a reputation for always going above and beyond

What Branding Has in Common with Biology

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The best brands have a life of their own. Why you need to build an ecosystem around yours

How to Keep Your Customers Coming Back

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Crucial lessons in building brand loyalty from a retail marketing veteran.

3 Essential Ingredients for Fruitful Franchising

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New York Fries founder Jay Gould explains his approach to franchising, innovation and spending his own money.

Canadians Don’t Want to Hear About Your Innovations

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Less than half of consumers trust businesses. Here's how to regain their confidence.

Is Your Business Prepared for Disaster?

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Brian Scudamore of 1-800–GOT-JUNK? on the importance of planning for uncontrollable events

How to Help Customers Decide What They Like

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Canadian e-commerce success story Frank & Oak rolls out curation service