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For years, North American companies have been sending jobs offshore in order to take advantage of lower labor costs and to maximize the corporate bottom line. One of the top areas experiencing job exportation is call centers, those once ubiquitous cubicle farms that purport to provide customer service for any number of businesses.
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Unlike the Big Five, Canada Trust made every effort to make banking convenient for its customers. Their branches opened early and often stayed open well into the evening hours. Plus they were open Saturdays. Now, cracks are starting to appear in the solid, customer-friendly edifice that once was TD Canada Trust.
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This simple technology can almost guarantee business success. From the AOL Partner Studio
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There's no shortage of options on how to run a business, but one philosophy unites all schools of thought -- give customers what they want and have them come back for more. But the key to securing re...
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Small things business owners can do to provide personalized service. From the AOL Partner Studio
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I am a consultant, but unless someone asks me for feedback on things, I don't offer that. When I attend a conference, I focus on the positives, not what they could do differently. When I am at a friend's house, I compliment my host, not offer decorating ideas, and when I am working with a coworker, I don't assume I know the best way to do things; I appreciate there are many ways to get things done properly, and my way isn't always the best way.
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Few know the value of time better than small business owners. For them, finding any advantage to make the most of their time is critical to achieving success. Luckily, technology can help squeeze maximum benefit out of the hours they do have. Here are a few ways small business can get more time back as they prepare to close out the calendar year.
A good marketer can find lessons and inspiration from just about anywhere. Whether it's a leveraging a pop culture moment, new trends, or a season, great marketers can bring a brand to life by paying attention to what's going on around them and listening to their audiences.
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It's easier (and less expensive) to keep a customer than it is to acquire a new one. Turn that customer into a brand advocate and their worth is immeasurable. Treat them poorly and, thanks to the Internet, your brand can take a very public beating.
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According to a 2016 GE Healthcare study, 81 per cent of patients are unsatisfied with their health care experience. While that is an American statistic, Canadian data show that we have work to do here...
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Do we talk over people's heads sometimes to get the upper hand? We've all heard the saying "bulls**t baffles brains". That saying may come to mind when we think about our dealings with fast talking salespeople.
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Do you know people who shoot themselves in the foot with this "truth vigilantism"? Are there people you work with who don't have a good filter and say things that are unnecessary, self destructive or harmful to the team? How do you give them corrective feedback to stop listening to their anxious judge?
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Take five minutes today to do something special for a customer, a coworker, a client, or even a stranger. You'll be amazed at how well it works.
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Why is it when I get into an UberX car, the driver rarely knows which way to go? For those who have spent more than enough time being carted around by UberX, I can confidently say that you've likely found yourself in a navigational nightmare at least once (more so with a rideshare).
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It's Friday night and weather at Newark has caused another flight cancellation. The lines are long, but the staff is excellent and moving through the line quickly. And then I find out why. As pleasant, compassionate and friendly as they are, they are singularly focused on serving the customer quickly; yet not efficiently.
A reoccurring concern I get quite often as a growth marketer (or growth hacker, for those in the know), is: "I have customers coming in the door. How do I keep them coming back for more?" Keeping cust...
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I was consulting for a luxury car dealership not knowing what to expect. I'm one of those people who think "just get me from point A to point B - fancy hubcaps won't make it drive better". I drive an...
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With experts estimating it costs between four and 10 times more to acquire a new customer than it does to keep an existing one and the Canadian dollar taking a dive, you want to avoid churn at all costs by ensuring your customers are satisfied and will recommend your product or service to others.
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Just this week, Aritzia, a popular retail clothing business, was called out for racism when one of its Toronto store employees was overheard by a customer making a racist remark. Aside from it being a toxic, terrible mindset, prejudice as a business practice makes no sense.
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I've been asked, "Where are you from?" more times at the bank than at any other workplace. The query is almost always followed by an individual's shock of how kind, efficient, or great my service was. In their mind, there's no way a black girl from [insert black country here] can be so nice at customer service.
Like millions of other cell phone users, I've had to suffer the trials and tribulations of my phone company's customer service or what might more accurately be called their customer disservice. It all started with a text message to my daughter Sarah's phone informing her that she had reached 100 per cent usage for our shared 3 GB data plan.
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Canadians love to complain about bad customer service. Twenty years ago, that might have meant griping over the phone or telling the tale over dinner. Today, that sharing can spread far and wide in the moment it happens over a myriad of social channels -- with photos to add flair. Businesses are taking note, not simply so they can provide good service, but so they can give customers the right service.
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According to a recent survey more Canadians than ever are becoming dissatisfied with their bank. In fact, the survey found nearly nine per cent of respondents said they will "definitely or probably" switch banks in the next 12 months, compared with seven per cent in 2014.
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Dubbed as an urban oasis, Chef Mark McEwan has taken his six years of knowledge from running his first McEwan food store in the Shops at Don Mills and utilized it to plant roots at his newest location in the heart of the financial district, the Toronto-Dominion Centre PATH.
It's great to work with someone who makes you feel important. Someone who remembers your name, and maybe that you have a dog named Brownie or that you recently took a vacation to Florida. When you work with someone like that, the time seems to fly and you look forward to working with them again.
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In a world where government bureaucrats continually treat residents as "taxable widgets" instead of citizens and where process overrules logic and common sense, the Ford family's apparent commitment to servicing every constituent complaint is not only refreshing but exactly what some constituents are looking for. The question though is whether or not it is the right approach to a growing and vibrant city.
Support is your organization's front line. Customers call them with problems. If your business is a football team your sales people are your offense. Support people are your defense. Here's a few things a support person wants to tell you, but can't.
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Telus sure knows how to say thank you. The telecommunications company recently gave a loyal customer of two decades the surprise of her life. The company asked Guelph, Ont., resident Ramona Ostrande...
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The two-time repetition of the words "It's coming...it's coming," a double-header separated by an ellipses-length beat, instead revealed a sense of frustration, denial and even ignorance on the part of the waiter, leading the guest to feel somewhat shoved aside, her concerns ignored and the problem still festering.
You gotta have a lot of confidence in your offering if you can recommend a competitor to a loyal client. It may appear counter-intuitive at first -- just like setting free something you hold dear -- but "Customer-first/Business-second" behaviour is refreshing and genuine.
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Years ago in another life, I used to teach a parenting course and lately I am finding that the lessons I learned and taught in that program have some relevance to what I see today, and especially in running a business.
Want your money back? Not so fast. Return policies are getting tighter as retailers try to protect themselves from returns fraud -- and honest customers often pay the price. Not only that, but at man...