Customer Service

Why You Should Let Your Clients Look Inside Your Company

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Transparency about timelines and project progress fuelled massive growth for Toronto’s Symbility

Why You Shouldn’t Respond to Angry Tweets

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Upset customers are wont to vent on social media. But showing them that you're listening could actually backfire

How to Raise Your Prices Without Losing Clients

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Persuading customers that they need to pay more for your products or services is difficult at the best of times. Five tips for avoiding a backlash when you hike your rates

Why You’ll Soon Need to Build Your Own Bot

Microsoft's Skype and Facebook's Messenger apps on a smartphone. Photo: Patrick Sison/AP/CP

Forget apps. The future of business-consumer interaction is automated texting via online messaging services like Facebook Messenger or Canada's own Kik

What Retailers Can Learn from Indigo’s Incredible Comeback

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Heather Reisman’s chain is a great example of current trends, focused on diversification and destination shopping

The App-Free Way to Talk to Your Customers

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As consumers grow tired of downloading apps, savvy companies are turning to the lowly text message to keep in touch and deliver new services

Why You Should Keep Your Customers Waiting

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Next Big Thing 2016: Creating artificial scarcity can be good for your brand and your sales. The case for being exclusive

The Rise of Same-Day Everything

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Next Big Thing 2016: In the e-commerce age, the ability to get goods to consumers' doors is a must-have. Why delivery is such an important differentiator

Why You Should Avoid the Hard Sell

Photo: Lululemon

Lululemon's success shows that helping your customers can be just as effective as advertising

What Today’s Consumers Value Most

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The sharing economy has shifted spending behaviours from ownership to experiences and made trust even more important, according to new reports