Word-of-Mouth: It’s About More Than Your Customers

In an online world, word-of-mouth advertising is about much more than your customers! In an online world, how you and your employees treat (attitudes, words, facial expressions, tones of voice, behaviours) customers, prospective customers and those who have no hope...

Word-of-Mouth Advertising Can Be Bad For Business

Building a small business can be tough. Especially when you’re in that in-between stage where you’ve got almost more work than you can handle, but maybe not quite enough to hire extra help. The kind of extra help you may need to deliver the quality of...

Customer Service: What A Difference A Voice Makes

    After several conversations with the support department at Superion this week, I was reminded of what a difference a person’s tone of voice makes when speaking with people and customers by phone. (The tone of voice in our emails matters too but...

Building Your Brand: It’s About Much More Than Your Logo

The importance of our customers’ experience with our business, when building a successful brand shouldn’t be underestimated. The customer experience has always been important. But it is even more important today. Because consumers can so easily share...

Are Complaining Customers An Opportunity?

“Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.” – Zig Ziglar Early in my career I discovered the truth in Zig...