Does Your Local Business Need a Website in 2017?

Your website is dead… A growing number of “experts” say it is. These experts suggest that websites, as they exist now, are obsolete and unnecessary. Some are more cautious, stating that a mobile friendly website is enough. Are they right? It’s 2017.

Mapping the Local Online Review Strategy That Every B2B Needs

B2B companies are in trouble. New customers can’t tell you and your competition apart. It’s a component the vast majority of B2B companies struggle with. Then, to magnify the problem, the vast majority of B2B companies have little to no reviews.

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Review-Researching: 3 Examples of Reviews in the Buyer’s Journey

Customers won’t tell you. They know you’d love to know what they’re thinking. To get an inside look at how they make their decisions. But the fact of the matter is, they won’t share. Because they don’t really know.

4 Major Barriers Preventing Your Happy Customers From Writing Positive Online Reviews

It’s frustrating isn’t it? You’ve exceeded your customer’s expectations. You’ve underpromised and overdelivered. Maybe you’ve taken a loss for them. Or you’ve pulled a series of all-nighters. You’ve gone above and beyond.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

How Local Businesses Create Legendary Customer Relationships

Admit it. You’d love to have an army of eager, passionate customers. The kind that tells anyone and everyone they meet about your business. These customers are in love with your product or service. They trust you implicitly, never haggling or complaining about price.

Make Sure Your Brand is Telling the Same Story as Your Reviews

If you hit the regular marketing blogs up semi-regularly over the past few years, you’ve heard the term “brand story”.

Local Search vs. Universal Search: Are You Choosing the Wrong Strategy?

Do you want it? A steady stream of customers and sales from Google? A never-ending supply of leads, customers and sales for your local business? Who wouldn’t want that? It’s yours for the taking, if – you choose the right strategy.

Want Amazing Reviews? Make a Face-to-Face Request

You’ve worked wonders for your customer. Now it’s time to ask for their feedback. Which usually triggers our fears of rejection. Many of us take the easy way out. We send out a quick email asking for a review It’s fast, convenient and free.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

5 Local Marketing Strategies for Non-Local Businesses

Do you remember the shame? The feeling of rejection inside you when others decide you’re not good enough? It’s something almost all of us go through. We all want to be part of the group. We all want to fit in.

7 Local Search Conferences Worth Attending Before the End of 2017

In the ever-changing world of marketing, one truth remains: knowledge is power. It’s the reason you read articles on this site. The more you know, the stronger your local search strategies will become.

4 Steps for Pitching Online Review Management Prospects

“Reviews should be ignored.” ” No one says that of course, they just do it. Most small business owners aren’t managing their reviews well. They don’t ask for reviews and many ignore the random reviews they get. Those who have lots of positive reviews squander them.

Are You Losing 5 Star Reviews to Hidden Customer Expectations?

Why won’t they do it? Why won’t most customers write a review for your agency? How do you get reviews for your clients? It seems like getting customers to respond is an uphill battle. You’ve under-promised and over delivered.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Your Employee Gets Called Out In a Review. Now What?

Pick one, quick. Your company has just received a negative review. One where the customer says some pretty terrible things about one of your employees. Your employee is an all-star as far as you’re concerned. On the other hand, your customer may be right.

3 Analogies for Pitching Online Review Marketing and Management

Clients are losers. They’re losing business to competitors, losing because they’re missing reviews, losing because they have negative reviews. The vast majority of clients are struggling to get ahead. They’re constantly losing business.

How to Take Amazing Photos for Your Local Business

Customers are judgmental. In fact, we’re all judgmental, it’s scientifically proven. Contrary to popular belief, being judgmental is necessary. When customers look at your business they make a judgment call, automatically. Yes, No or maybe.

Which one is worse? Generic vs. Authentic Responses to Negative Reviews

Your service didn’t deliver as promised. You guys let me down. Again. We’re sorry you had an unpleasant experience. Please send a message to support and we’ll be happy to help. What’s wrong with this picture?

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Revenge and Reward: Is Your Customer Service Team Likeable?

What do customers think about you? When they think of your customer service what comes to mind? If you’re like most businesses you’re not entirely sure. Some feel the question doesn’t matter. Who cares? As long as customers are spending and satisfied what does that matter?

Tapping into the Loyalty Program for Glowing Online Reviews

Loyalty deserves to be rewarded. Especially when that loyalty is what keeps a business afloat. There are plenty of ways to offer value to customers beyond the sale of products or services, but one of the most popular methods that business owners use is the loyalty program.

How First Impressions Hurt (or Help) Your Business Reviews

Have you ever had a negative review? A negative review from a satisfied customer , one who told you they were satisfied? It’s a frustrating experience. Sometimes their review isn’t negative, it’s just meh. There’s a hidden trigger to negative reviews.

How to Hire Support Employees that Guarantee Positive Online Reviews

Customers can be tough. Some, once they’ve paid for your product, become demanding and difficult. These customers pick at your support staff, slowly wearing them down. When this happens, conflict is inevitable. Your support staff is your first line of defense.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Google Creates a Tool to Auto Generate Signage of Your Best Reviews!

Well this is neat! Today, Google released a fun little tool that allows small businesses (with a GMB listing) to auto-generate well designed signage to place outside your store. I bet you know why we here at love this tool… it includes snippets from your positive google reviews!

Why Clients Don’t Live Up to Their End of the Bargain (and How to Fix It)

They’re refusing to help you. Your clients have hired you to help their business. They’ve paid for your services and signed on the dotted line. But they’re refusing to do what you’ve asked. They won’t give you the feedback you’re asking for.

Online Review Challenges for the Small Business: Low Customer Volume

Low volume businesses have it tough. These businesses receive a small amount of customers by design. They’re selling a product or offering a service with inherent restrictions – these limitations make it hard for them to get reviews from customers and manage their reputation.

Look to Industry Specific Review Sites for Hyper Qualified Prospects

Selling is tedious. When you’re dealing with an unsophisticated customer it can be tough. They don’t know what they don’t know, they’re not sure which questions they should ask, and they don’t know what they need.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

Here’s what we’ve been working on… Feature Update

We have lots to share from And we assume you already have your grill mitt on and just want to get your weekend started.

5 More Unique Email Templates for Requesting Online Reviews

Don’t you dare! Don’t ask for that. The voice in our head screams danger when it’s time to ask customers for reviews. You feel afraid. You know you’ve done an amazing job for them. Your product exceeded their expectations, your services offer more value for less money.

How to Encourage Customers to Use Keywords in their Online Reviews

That’s right, we’re going to be discussing keywords. There are probably a few of you reading this who just rolled your eyes and said “Keywords? What is this, 2008?” It’s true that keywords may not be the sexiest marketing tactic to discuss lately.

Location Marketing: Catchy Buzzword or Essential Marketing Strategy?

Give me what I want, or else. Customers expect you to give them what they want. They expect you to get them, to "do your research." It's a paradox though, isn't it? They expect you to know but they refuse to tell. When you do use your research, customers often respond with frustration and fear.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

Gradeus Product Update: New Plans, New Features, New Prices

There’s so much to report from HQ, I’ll get right to it.

How To Mobilize Other Local Businesses and Elevate Your Standing in the Community

Your local businesses is under intense pressure. It’s the nature of running a local businesses – you’re fighting for a large slice of a small pie. Your customers have an abundance of options, both online and offline.

A Moment of Truth in 47b


Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline. As I boarded the plane and took my seat (47B), the flight attendant was broadcasting a welcome message and bragging that this was a “new” state of the art passenger jet, the most advanced aircraft on the planet.

Improving the Respondent Experience

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. It appeared on their blog on March 24, 2017. There's a lot of talk about improving the customer experience.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement