Sometimes the most valuable conversations about your business don't even involve you. If you're not aware about how to effectively eavesdrop on these…

Here's a mantra of mine that I want to share: Don't count your clicks; make your clicks count. It's nothing new. I've been saying it for a while. But…

Whether your customers are next door or in a galaxy far, far away, the message remains the same -- go where your customers are and deliver your…

There can be a huge difference between a “Yes” and a “Yes.” Context is everything and when you’re reaching out to customers and users for feedback…

Most people would not hire a plumber to perform a surgical procedure, yet it seems that many people would hire their plumber to do their website. I…

Last week, I shared my thoughts on the value of a foundational part of our support structure -- service level agreements. Today, I want to give you…

The truth about how to build success with your social efforts is right under your nose. But if you ignore the Pinocchio Theory, it can be difficult to…

I have been in customer service and sales for 20 years, 10 of those at Digital Echidna. In this time I have been to my share of conferences and…

I’m half French Canadian. I married into a family heavy on Newfoundlanders. And I work in the digital field, with a heavy focus on web design…

We’re 10 days into 2018 and hopefully everyone’s hit the ground running. But while it’s great to look ahead, it’s important to look back on the year…