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Ken Parson

President and Founder

Ken is one of Canada's leading authorities on the psychology of Customer Experience Management and focuses solely on helping companies use the power of the customer experience to retain customers, build their market share, and improve the performance of the entire work force, so they develop a culture of delivering extraordinary customer experiences.

Ken's client base ranges from the financial services sector in Western Canada, to the manufacturing, wholesale, and retail services industries. All benefiting from his “ON-Brand Service Experience” audits and customized mystery shopper programs.

Ken is a customer service professional with many years of experience in developing, writing and teaching customer service courses. Over the years, he has written and taught numerous customer service courses at Douglas College, Continuing Professional Education, Faculty of Commerce & Business Development.

Ken is the founding principal and chairman of The Service Managers Group which is a peer mentoring group established to support, help, and educate those who are responsible for delivering their customers' buying experience.

Ken is also the founding member and president of the Customer Service Institute of Canada, established to encourage the exchange of knowledge and experience through lectures, forums, seminars, training programs, awards and conferences for members to learn the latest information and technologies, as well as promoting the industry's professional customer service standards.

Through his Service Management Newsletter, a monthly print publication, Ken has written over 300 customer service articles dealing with such topics as how to improve an organization's customer experience, issues relating to customer relationship management, how to enhance and manage the customer's overall experience, and articles and training exercises to help organizations educate and train their employees on how to package and deliver their unique on-brand service strategies.

Ken is also the author of:

- The Customer Service Training Activity Book

25 Activities for Inspiring Exceptional Customer Service (Volume one)

- The Customer Service Training Activity Book

20 More Exercises for The Front Line (Volume two)

- Customer Service Professionals – How To Hire the Best

- The Answer Book, for Customer Service Managers