Customer Service

What You Can Learn from an eBay Millionaire

Illustration: Kagan McLeod

Smoke and mirrors don't move merchandise. Why one online seller recommends being honest

When a Thank You is Better than a Reward


Cheapo rewards don't work, according to a new study. Give customers gratitude instead of chintzy gifts

4 Polite Ways to Collect on an Overdue Invoice

Photo: iStock

You don't need to damage your relationships with customers to get paid what you're owed. Effective alternative to aggressive action

5 Tips for Using Music to Improve Your Customer Experience

Illustration: iStock

The right background tunes can help reinforce your brand and build consumer loyalty

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