Why does Telus treat new customers better than loyal ones?

Create an environment where there’s substantial value for new clients while recognizing and rewarding loyalty

Why does Telus treat new customers better than loyal ones?I wanted to pay my Telus bill recently and because I had to update my credit card, I went to their website to contact customer service. Apparently due to COVID-19, a note on the Telus website tells customers to expect longer than normal waiting times. Last year, before the effects of COVID-19 on their service…

Breaking down the components of a Facebook ad campaign

There are great tools for audiences, you get to be really creative – and you can make ad changes in real time

Breaking down the components of a Facebook ad campaignI’ve talked a lot about the types of advertising you can do online. From Google ads to social platforms, advertising online is where more and more business owners are focusing their marketing dollars. Once you decide what platform you’re going to use, it’s time to start researching the different strategies. Facebook has always been a…

The blessing of COVID-19

The long-term outcome of the prolonged lockdown is positive for many businesses, leaders and families

The blessing of COVID-19As summer comes to a close, with the call of September and school and work bearing down on us, the reality that the effects of COVID-19 linger is indisputable. Businesses, workplaces, schools and universities are all searching for ways to balance risk with service levels. The novelty of working remotely is wearing thin for many…

How to create an impactful brand for your business

Our guide to ensuring your brand captures who you are and who your customers believe you to be

How to create an impactful brand for your businessBranding is an extremely overused word – quickly followed by sentences that include “we need a vision,” “we need a mission” and “we need our values, ASAP!” Of course, businesses need those things. The challenge with these branding pieces happens when leaders don’t understand what they are by definition, over and above inspirational sentences, what…

You need a holiday – and your business needs a break

Taking a real holiday allows you to recharge your batteries, empowers staff and lets you evaluate how effectively systems work in your absence

You need a holiday – and your business needs a breakRachael and Carmel were a little surprised, and perhaps a little nervous, when I told them I was taking a six-month vacation and that they would be in charge. The business had been open for five years, but the truth was I was making more money renovating and flipping houses than I was from the business.…

We need to liberate Indigenous entrepreneurs

Talented, ambitious and resourceful Indigenous people continue to face systemic obstacles to start businesses

We need to liberate Indigenous entrepreneursA Winnipeg-area Indigenous entrepreneur might hold the key to Indigenous peoples controlling their response to the COVID-19 pandemic. His experience also underscores why it’s so important to unshackle the Indigenous business community and entrepreneurial sector from restrictions imposed by the Indian Act, as well as other non-legislative barriers. Josh Giesbrecht is president and co-founder of…

Passionate customer service could save your business

If you give lip service to treating people well and then treat your team poorly, don’t expect your clients to receive anything different

Passionate customer service could save your businessLike most people (at least 62 per cent, according to a 2019 study by Hello Products), I don’t like going to the dentist. However, this was my week for getting a cavity checked and I headed to the dentist’s office. You know the routine: you get questioned and prodded by the dental assistant as she…

Create a landing page that turns visitors into customers

You want to be really clear about what you’re selling, how to buy and what the process is

Create a landing page that turns visitors into customersA landing page is a dedicated page on your website that people are brought directly to from some sort of advertising or offer. This custom page is where you will convert that click on advertising into a customer in your business. When someone visits your landing page, they’re looking to scan and not read a…

Gathering Google reviews will boost your business

Be complimentary, keep it short, provide the questions you want answered, offer a link to your reviews, show the connection and be human

Gathering Google reviews will boost your businessWhen I work with my clients, one of the things we focus on is reputation management. Reputation management is a really important piece of your online brand. Reputation is what people are saying about your business to other people (who aren’t your customers yet). Google reviews are something you can manage on your own, don’t…