man talking on phone

7 Ways to Keep Customers Happy  

In a world with a growing number of vendors for a variety of commodities, it can be tough to attract and retain customers. For example, if I get sick of one streaming service because they increased their prices or updated their household sharing…
magnifying glass between happy and sad faces

Your Call is Important to Us

We recently switched internet service providers. We put it off as long as we could to avoid the headache until we couldn't take the sporadic buffering when streaming our favorite shows (have you seen Severance?). The sales experience was straightforward…
man with two women at a small print shop

It’s all about the people.

Safe in the knowledge we would be 9+ hours away from a recent terrorist attack on the border with DRC, we felt emboldened and excited upon arrival in Entebbe. Familiar faces at the Marriott Protea Hotel greeted us at the airport, and the next…
smiling group of people holding shirts

There are no words.

2023 After a three-year hiatus post-COVID, I assembled a group of 12 people to visit the school @Ideba supports in Uganda this month – projects including painting; designing and stocking a library; and providing guidance for businesses…
two men shaking hands at a table with others

The Golden (Flake) Standard of Customer Service

In a society filled with hustle culture, most people don’t know how or when to stop and ask for help. The refusal to seek help dials down to the common question: why let someone help, when I can do it better myself? Or moreover: why let someone…
business woman working on futuristic screen

Will tech be forced to pay its fair share?

Two separate actions—one a US lawsuit and the other a Canadian law—begin to inject some sanity into issues of ownership, copyright, and technology’s relationship with each. Canada’s Online News Act, effective at the end of this year,…
call center employees gathered around computer
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Transforming Customer Service Through our Bespoke White Glove Service Training

The line between ordinary and extraordinary customer service can be thin, yet it can make a world of difference. Service excellence is not just about meeting customer expectations, but exceeding them, turning casual customers into long-term…
Five multiracial friends watching videos on smartphones

‘Everyday People Doing Everyday Things’ Videos

Has anyone found their family (kids in particular), friends, or themselves interested in watching videos of everyday people doing everyday things lately? Nothing spectacular, like professional sports or performances, but simple or routine activities?…
woman's hands crocheting
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Research, Consulting, and Crocheting

My aunt recently taught me how to crochet, and I love it! As a research analyst and coordinator, I’ve learned the many ways that crocheting relates to my profession and helps me continue to provide quality work. I thought this blog would…