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…

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…

After hearing about the success of Facebook and other social networking sites, many people believe that they can jump on the bandwagon and cash in…

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…

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…

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…

I recently attended a Communications Workshop where I had the pleasure of listening to Ira Basen of CBC, speak about the differences between a 1.0 and…