Vicinity makes it easier for SMBs to reward customer loyalty

If you’ve ever bypassed a business in favour of one that offers Aeroplan or Air Miles, you know how strong the lure of customer loyalty programs can be. Once the realm of large

Published on: May 29th, 2013 Jeff Jedras

Customer service must be a deliberate strategy

By Francis Moran I had a conversation the other day with a senior executive at a company for which I occasionally do some consulting. The executive wanted my opinion on how his company handles warranty

Published on: January 25th, 2013 Francis Moran

SMB retailers should cast mobile in ‘theatre of the store’

Leslie Hand is standing with her legs slightly apart, her head bowed over the smart phone in her hands, pretending she is in a checkout line frantically doing price comparisons before handing over

Published on: April 27th, 2012 Shane Schick

“Shoddy” service turns Dell customer to the competition

Loyal customers can be tough to find. So why do some companies run them off with crappy customer service? Often because the employees who care have no authority to fix problems, and those

Published on: December 19th, 2008 James E. Gaskin