January 2019 Issue

To win customers, build trust

By Sabrina Leblanc The vast majority of Canadians (95%) believe trust plays a role in making big purchase decisions, according to new SurveyMonkey research of over 3,000 consumers around the world, including input from over 1,000 Canadians. However, that trust is difficult to earn; an earlier study of ours shows …

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January 2019 Issue

Why customer experience is everyone’s job

By Neal Dlin Have you ever called customer service (CS) and been told any of the following? –“I’m sorry, Mr. Smith, but that’s our company policy. There is nothing I can do.” –“Yes, Mrs. Jones, our web site does say you can call Customer Service to register, but I’m afraid …

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