Making IT easy and approachable for users

Shawn Freeman talks about how slowing economies are a catalyst for innovation and how TWT Group can help

Making IT easy and approachable for usersShawn Freeman is founder and CEO of TWT Group Inc.  What is TWT and what do you do? Freeman: TWT Group is one of the fastest growing managed IT service companies in Calgary. We work with small to medium-sized businesses of all types, focusing our efforts on strategic planning of their business technology needs. We…

The keys to customer service you may have forgotten

Serve customers with people who like people. Keep your employees accountable. And exceed your clients’ expectations

The keys to customer service you may have forgottenUnfortunately, really great customer service is hard to find. North American consumers say we want a wonderful customer service experience. But in fact, we’ve come to expect something much less. Sometimes we get exceedingly bad customer service and we rant and rage. We believe that when we’re doing business with a company, that company should…

Dedicated to serving fresh, original, quality food

Blair Stevens talks about vision behind The Chopped Leaf and why the quick-service restaurant brand is quickly gaining followers

Dedicated to serving fresh, original, quality foodBlair Stevens is founder and brand president for The Chopped Leaf. What is The Chopped Leaf and how is it different in the market?  Stevens: The Chopped Leaf is a national quick-service restaurant (QSR) brand that serves a premium product dedicated to quality, freshness, and originality! We do our mighty best to deliver a full-service…

Striving to be a one-stop beauty shop

Elanna Halisky of Rejuve! Health and Wellness talks about how innovative techniques, cutting-edge technology, and passionate, knowledgeable staff drive her business forward

Striving to be a one-stop beauty shopElanna Halisky is owner and operator at Rejuve! Health & Wellness. Tell me about Rejuve Health & Wellness. When you started it and what it does? Halisky: I started Rejuve back in 2003 in the heart of Kensington. Here at Rejuve, we offer a unique treatment for weight loss and detoxification called the Rejuve! system,…

Purolator launches e-commerce delivery service

Seven days a week with same-day or next-day delivery for consumers in Toronto, Montreal, Ottawa and Vancouver

Purolator launches e-commerce delivery service Purolator is launching a new service to take advantage of the boom in e-commerce throughout Canada. On Thursday, it introducted Purolator QuickShip, the country's first service that gives businesses the opportunity to deliver products to consumers seven days a week with same-day or next-day delivery. “In the next five years, we anticipate that 50 per…

Insurance customers demand real-time services, customization

Susan Johnston of Accenture Canada talks about delivering hyper-personalized, on-demand services

Insurance customers demand real-time services, customizationSusan Johnston is managing director of financial services at Accenture Canada. What were the key findings of the recent report Technology Vision for Insurance 2019? Johnston: Our latest Technology Vision for Insurance 2019 report found that insurance companies are now focused on how they can shape the world around people and select the right moments…

How the insurance industry can embrace the digital age

Tom Super of J.D. Power talks about the company's surprising findings about the insurance industry

How the insurance industry can embrace the digital ageTom Super is vice-president of property and casualty insurance intelligence at J.D. Power. Are insurance companies meeting customer expectations for digital self-service tools, customer service channels and omni-channel integration? Super: Insurance companies are fairly strong when it comes to customer service channels. Insurance has always been a very service heavy business and the lessons learned…

How the mobile phone industry meets – or fails – customer expectations

Adrian Chung of J.D. Power talks about the results of the company’s latest wireless survey and why trust is such a huge component

How the mobile phone industry meets – or fails – customer expectationsAdrian Chung, director of the technology, media and telecom practice at J.D. Power in Canada. What are the key results and findings you can take from a recent wireless experience survey you did? Chung: In this year’s edition of the J.D. Power Wireless Purchase Experience study, we saw a decline in overall satisfaction of six…

Air Canada, WestJet rank high in airline satisfaction survey

Among traditional North American carriers, Alaska Airlines ranks highest for the 12th consecutive year

Air Canada, WestJet rank high in airline satisfaction surveyThe J.D. Power 2019 North America Airline Satisfaction Study ranks Air Canada as fourth overall in the traditional carrier category and Calgary-based WestJet as third overall in the low-cost carrier category. “Among Canada-based airlines, Air Canada (729) saw its customer satisfaction score decline five points from 2018. WestJet (758) saw its score increase 11 points…

Poor customer service suggests Telus is doomed

After wasting hours of my life, I realized I was not the valued customer Telus continued to claim I was

Poor customer service suggests Telus is doomedOne of the first signs of a business headed for decline is poor customer service. When we fail to meet our customers’ expectations for our product or service, they generally start to leave us for other options. Business owners should always keep a close finger on the pulse of our customer service. For the three…
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