Tag business owner


Waiting for complaints to respond to is normal. Going looking for them is better

I was talking with a bunch of business owners the other day and was explaining a phenomena called The Complaint Iceberg. I’ve written about it a bit more here. To bring the concept to life I asked if anyone had gone to a restaurant, as an example, and Had a bad enough experience that they…

Busting a few blogging myths for small businesses

When I speak to business owners, whether to a group or one on one, about social media and, particularly, blogging, I often get a sense of unease in the room. A lot of that is to do with people’s fears about writing, being wrong, being creative, having enough time, criticism from others etc etc. This…

Get more customers by understanding your sharers

Consumer and customer behaviour is changing in front of our eyes. As a result, there is a lot of talk about how our marketplaces are changing, the influence of digital channels, the importance of word of mouth, how social media channels are allowing customers to find and share us with their friends and networks and…

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