Customer Service is Not the Same as Being Customer-Centric

Frustrating customer service

For the last three months, I’ve been trying to resolve a payment issue with Reliance Home Comfort, a water heater service provider in Canada. When my wife and I moved home last July, we switched from our current provider to Reliance, and took advantage of a special introductory offer that would see us receive nine [...]


Sunday Shorts – Businesses Doing It Right Edition

Businesses doing things right

Anyone that reads this blog regularly, or knows me on Twitter/Facebook, would probably say I do my fair share of questioning (or criticizing, depending on your take). It’s probably a fair statement – because we all should question and criticize when something seems off. Otherwise, we’ll live in a world of unicorns and pixie dust [...]


Connecting Your Brand to Your Customers the Whyte & Mackay Way

Connect to your customers

In social media, we often talk about the need to connect to our customers more. Yes, we speak about that outside social media too, but the medium allows us the opportunity to do this better and on a larger scale. However, saying something and actually doing it are two very different things. It’s all well [...]