CEOs shouldn’t do customer service. Here’s why.

Having trouble getting a customer service challenge resolved? Here’s a fail-safe solution: Email the president. Late last year, I placed a large order from a Montreal-based retail chain that recently expanded to Toronto. Their wood furniture was beautiful and so was the in-store experience. But while the brand promise was great, the customer service wasContinue reading “CEOs shouldn’t do customer service. Here’s why.”