How To Make Customer Service A Brand Differentiator

Customer service is a point of pride for many organizations, but also a valuable brand differentiator. Zappos, for instance, treats customer service as its primary brand differentiator. Tony Hsieh, CEO of Zappos, said, “We decided...

Trolling The Trolls: Wendy’s Is Killing It On Twitter

Wendy’s is killing it with snark. Pop over to @Wendys on Twitter, and you will find a brand that is pushing boundaries and having a blast. It’s absolutely delightful to watch. At the start of...

Saint Andrews Saw Record Year In Tourism… H/T CBC

Warm weather and strong U.S. dollar brought good news to Saint Andrews. Mayor Doug Naish said the area has been a tourist destination for more than 100 years, but this past summer was one of...

‘Unplugged’ Café Lives Up To Its Name… H/T CBC

Board game café is able to offer its core service of social entertainment when the power goes out. Unplugged, as it is aptly named, is one of the few businesses able to offer its services to customers when...

4 Steps To Make It Right, WhizBang! Tip Of The Week

Dealing with customer complaints is part of doing business. Handle them correctly and you’ll look like a hero. Mess it up and there is a good chance that customer is out the door and...

A Book Summary, Contagious: Why Things Catch On

Many different things ‘catch on’: diets, fashion trends, management techniques. These are all examples of social epidemics — events where products, ideas, or behaviors spread through a population. They start with a small set...

Is A ‘Human Free’ Experience The Future?

What happens when you take the people out of an experience that was traditionally a human-based interaction? Does it make it better or worse? And what does this mean to the future of Customer...

What An Experience, Gene Fowler…

We sit down with Gene Fowler and ask him about his best customer experience… Describe the best customer experience story you've had and how it has influenced your business. Just last year, actually! There’s a small...

What An Experience, Frank Kays…

We sit down with Frank Kays and ask him about his best customer experience… Describe the best customer experience story you've had and how it has influenced your business. Its funny many people do not like Rogers...

Gene Fowler’s Tips To Business Success

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