Customers’ expectations are rising and businesses are simply not catching up. This leaves many customers unsatisfied with the quality of service they are getting and it presents a major challenge to businesses. From the eyes of a customer service associate, I see the following underlying factors pushing the customer service bar rapidly beyond many businesses’ […]

Through the eyes of Amy… It’s time to put away those winter boots because summertime calls for a new pair of shoes, and visiting a shoe store to find comfortable flats should be as easy as… well, summer vacation. However, such was not the case with the shoe store I visited last week. Before visiting […]

Through the eyes of Kevin… I can’t keep track of the countless times that I have sourly walked out of a store because the item that I wanted was out-of-stock. Instances like this make me turn away from the store all together. Well, I recently looked for an item and I was about to leave […]

Through the eyes of Kevin… Great customer service comes in many forms, but in many cases, I favour customer service that stems from a real and down-to-earth, conversational approach. Most businesses train their employees to focus on one main priority: selling their products. This is especially true in restaurants and retail stores because in such […]

Now a days, every John and Jane out there has a smart phone nestled on their hip or a tablet snug in their bag. It’s the ‘Information Age’– a technology–fueled world where easy access to the internet has placed the consumer in control, and we, as business people, need to learn to adapt. Recently, there […]

We all know the McDonald’s golden arches; large, golden, usually mention over a billion served… it makes them hard to forget. But what if a McDonald’s franchisee decided they didn’t like gold and wanted green arches instead, or maybe blue? Suddenly, this franchisee wouldn’t fit with the McDonald’s brand, would it? It wouldn’t matter that […]

Like many people in Toronto, I enjoy visiting coffee shops for the ambiance and more realistically, the daily caffeine fix. Conveniently, there is a coffee shop in the same plaza where I work, and although there are much cheaper chain restaurant alternatives nearby, I prefer this coffee shop. The coffee shop’s advertisements are always correlated […]

Through the eyes of Joshua… Korean cuisine is a rapidly blossoming market, making dishes such as Kimchi or Bibimbap as common as burgers or chicken wings. In my neighbourhood, Korean restaurants are a bit more common than your favorite fast food joint. Just recently, I decided to try a new Korean restaurant that had recently […]