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

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

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...

4 Areas That Influence Brand Reputation

When we think about branding our first thoughts often centre around our name, logo, colors and maybe a tagline. But branding is so much more! Branding isn’t the same as marketing, although it is a piece of the marketing equation. Marketing is what we do to promote our...

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...