B2B Customer Service Metrics & More

Shem Szot, eCommerce Biz Development & Digital Marketing Manager, HP

Which is more important for B2B Sales: Customer Service or Price? When I first started selling business-to-business (B2B) services, I really believed all the people who turned me down by saying, “It’s too expensive.” I sweated over whether I was …Continue Reading →

Why You Should Listen To Podcasts

Tema Frank talks about building better customer experiences, online and off.

Today’s Frank Reactions episode is a little different from our normal episodes. We had our official launch party last week (check out the photo gallery below!) and as part of the launch Sherrell Steele, Manager of the School of Communications at …Continue Reading →

If A Lawyer & Bank CEO Can Use Social Media, So Can You!

Peter Aceto, CEO of Tangerine Bank

My first long-term job was working with all the top bank lawyers in this country. I had been debating whether to do a law degree or an MBA. With apologies to my brother (who is a lawyer), this experience sent …Continue Reading →

Customer Service Screw-ups by Ikea, Sleep Country & Canadian Tire

IKEA hasn't figured everything out

My credit card was burning this September, as I helped my daughter move into her first apartment. Sadly, it wasn’t just my credit card that got burned. Right when I think Canadian retailers are finally starting to care about customer service …Continue Reading →