Book of the Month – April 2012

The Book of the Month for April is Guy Kawasaki’s latest… Enchantment: The Art of Changing Hearts, Minds, and Actions.  This book is a good choice if you are looking to improve your customer experience in the technology age.  Enchantment focuses on how you can transform relationships in a positive way (not in a manipulative way).  What can you do to make yourself unique and offer value to your customers?  How do you overcome resistance? [Read more…]

Why Businesses Lose Customers

 I attended a Burnaby Board of Trade Boardroom Series workshop today.  The guest speaker was Roy Prevost, who describes himself as a customer service strategist and small business crusader.  Roy began his session by asking what is the objective of your product or service?

And your answer is …? [Read more…]

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