Customer Service

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

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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

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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

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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

Photo: Matt Jeacock/iStock

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