- 2016: a year in review 2016 came as a surprise to me. From feeling lost and depressed to empowered and living out what I can only describe as a dream. Pinch me, is this real? I moved back in with my parents after 14 years of living on my own for a short term stay. We didn’t know what our […]
- The Perfect Landing Page If you search for “The Perfect Landing Page” you will come across a ton of articles that describe how to make a landing page that converts your traffic, 100% guaranteed… well, I guess that is up for debate but I digress. These articles are well written, well researched and have a lot of great information on […]
- Clarify Customer Questions On my way to work, a man carrying a suit case asked me if this metro line goes to Richmond. There are two trains on our metro, one that goes to the Airport in Richmond (the stop is called YVR) and one that goes into Richmond’s Centre (called Richmond-Brighouse). The next train to arrive was […]
- Setting Expectations Under Promise, Over Deliver Under Promise, over Deliver is a mantra heard quoted around the world when discussing Customer Service. However, most people don’t actually know how to take this a step further and deliver on the promises. The key to this mantra is setting up your customers with clear expectations of what to expect […]
- Customer Service: How to Apologize through email Through my years of working to make great customer experiences, one of the most common things you will need to do is apologize for a mistake, poor experience or just because the person is having a bad day. I have found that apologies are very simple to do, however, not many people do them right. […]
- Great User Experience by Telling a Story Once upon a time, lived a beautiful princess in a land full of monsters where danger lurked around every corner. Just then, Snappy, threw him down the well and he plummeted to his doom. The End…… Wait.. What happened? Who is snappy? Who fell down a well? What happened to the beautiful princess? Obviously you […]