Honestly, Customer Service Starts at “Home”
Whether or not we consciously think about it, our social interactions -- both online and off -- colour our perspectives of the companies and brands…
How to Reduce eCommerce Friction to Build Lasting Customer Relationships
Need to Know eCommerce friction can be defined as anything that makes it harder for shoppers to complete a purchase, including complicated checkouts…
Ask Echidna: Delivering Bad News
From the Ask Echidna mailbag we received this question from Ben A., "Is there a good way to deliver bad news in business?" It's an important question…
Why Do Consumers Take To Social Media to Voice Their Problems?
If you're a Business you may be surprised to hear that it’s not just about solving an issue, it’s more about if your business is living up to its…
A Structural Model for Effective Anonymous Commentary
Just how open should open comments be? And at what point does comment become unfair? Since the Internet is extremely Id-focused, there's nothing wrong…
AODA at 10 - Slow Progress, Questionable Buy-In
A couple of weeks ago, Jay looked at where we are halfway to the 2025 goal set by the Accessibility for Ontarians with Disabilities Act (AODA). He…
Experience the best that BADcamp has to offer
In a few days' time, several of us will be heading West to experience BADCamp 2019. For those non-Drupallers out there, BADCamp is the Bay Area Drupal…
Putting Accessible Images in Focus
It’s tempting. I get it. Posting a photo to your social media, it would just be so easy to upload and click -- with the obligatory sarcastic comment…
Email Clients and Best Practices – Canada’s Anti-Spam Laws Simplified and Demystified
The Canadian anti-Spam law has been in full effect for just over three weeks now. The sky hasn't fallen, no corporate communicators have been…
Scaling Content with Generative AI: The Processes That Make It Work
Author: Brendan Raybuck Head of Growth, Northern There’s been no shortage of hype around Generative AI in marketing content production — and for good…