Trio of tech firms achieve ‘best managed’ recognition

Some were veterans, others newcomers to 2010’s list of Canada’s 50 Best Managed Companies, but good people are vital to good business, according to several tech companies featured on the list.  Commitment to

Published on: March 2nd, 2011 Harmeet Singh

Google creates algorithm to penalize bad customer service

Google has developed a new algorithm that will (hopefully) not reward businesses with bad customer service, a move made in response to a New York Times story about a business with a troubling

Published on: December 3rd, 2010 Sarah Jacobsson Purewal

Carriers botch number porting and double-bill consumers, report says

Canadian mobile service providers heavily promote their ability to easily allow customers to take with them their phone numbers when they switch carriers. However, a recent report by the Commission for Complaints for

Published on: November 9th, 2010 Nestor Arellano

Bell Canada ranks first in cell phone complaints tally

The Commission for Complaints for Telecommunications Services (CCTS), an organization funded by the telecom industry to resolve complaints against companies in the space, released a report last week indicating that billing errors and

Published on: November 5th, 2010 Nestor Arellano

Consumers dump sites with bad customer service

Companies selling products or services online could easily charge more if they just treated their customers a bit better.That's according to a Harris Interactive study released last week, which noted that 85 per

Published on: October 19th, 2010 Sharon Gaudin

10 vital IT troubleshooting secrets

I recently joined my team in troubleshooting a complex infrastructure problem affecting the private cloud that hosts our community electronic health records system.The incident put me in mind of the things I have

Published on: October 5th, 2010 John D. Halamka

How to ask for tech help

Every month I get loads of letters from users seeking help with a computer problem. Time doesn't permit me to answer them all (and I'll admit I don't always have an answer), but

Published on: September 27th, 2010 Rick Broida

Nightmare scenario: the smoking laptop and Dell’s slow response

Sure, I've read reports about overheating laptops --even ones that get so hot they set on fire--but I always thought that it was the kind of thing that happened only to other people.

Published on: September 24th, 2010 Liane Cassavoy

Why IT should love – and listen to – end users

In November 2009, a pharmacist working for the Department of Veterans Affairs was checking a patient's prescription information, using a portal to the Defense Department's health records system. But something was clearly wrong:

Published on: March 24th, 2010 Frank Hayes

Creativity and customer focus help small Canadian firms thrive in tough times

Holding onto existing customers and while beating back new competitors is a top concern of Canadian small and medium sized firms, according Telus Corp. This fact emerged from a series of focus groups

Published on: November 23rd, 2009 Nestor Arellano

Yes, ISP services suck – but “don’t blame the customer rep”

See related story: Top reasons why teleworkers hate dealing with ISPs Normally, I like being an "insider" when it comes to the cable company. However, this time I'm sure I'm going to get

Published on: May 19th, 2009 A former CSR

I did it Your Way – Smart customer focus brings Monster growth

See related article and video: BI bonanza – a slam dunk for Monster CanadaWith the economy in a free fall, it's more important than ever for companies to zero in on customer needs

Published on: March 10th, 2009 Michelle MacLeod

Get your customers to do your marketing with Web 2.0

Today, with consumers shopping less but demanding more value from every dollar spent, the buzz around brand is understandable. Brand loyalty is crucial to improving sales – and customer satisfaction is the best

Published on: February 3rd, 2009 Michelle MacLeod

“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