Making Lemonade from a Lemon; a Case Study Regarding Online Reviews and Recommendations

What should you do when a negative review pops up on an online site about your business?  The review can be on Yelp, Google Places, Merchant Circle, Urban Spoon, Tripadvisor, a number of other online sites or in the case of my client, Gary Rumbaugh … [Read more...]

Guidelines for Reviews and Recommendations

Let’s face it, Word of Mouth (WOM) is still the bottom line in marketing for your business. Used to be WOM only traveled by “mouth.” Today it is spread via the internet and social channels. Managing your online reputation is paramount in today’s … [Read more...]

Why it is Important to Manage Your Online Reputation

I just got a call this morning from one of my clients, telling me he had a funny story to share. A prospect had found his website using a Google search, read his blog post (which I wrote on his behalf), read reviews on the web and mentioned ones she … [Read more...]

Losing Trust and the Impact on Your Business

The past several posts I have written talked about how you gain and build a relationship to build trust so people will do business with you. Once you have earned someone’s trust you need to continue to cultivate the relationship to maintain that … [Read more...]

The Impact of Poor Customer Service on Sales and Marketing

True stories of Customer Service from a Customer POV What has happened to good customer service? Where did it go? Seems the recession has certainly impacted how customer service has been delivered by two companies I have invested time and money … [Read more...]