What To Do When You Get a Horrible Review

Have You Been Dissed on a Review Site? Let’s face it: you can’t please all of the people all of the time. If you are in the type of business where people leave ratings, at some point you’ll be hit …Continue Reading →

A Powerful Model For Better Patient Experience & Healthcare

Happier staff = Happier Patients (photo by Walt Stoneburner, Flickr)

Patient Experience is Often Frustrating for Doctors, Staff & Patients The American, Canadian and European health care systems all have their advantages and drawbacks. I’m not about to wade into an Obamacare debate, but here’s a model being tried in …Continue Reading →

From $20 to $500 Million: A Turnaround Success Strategy

Sue Miller used a customer service focused strategy to turnaround a struggling company

When Sue Miller walked into her new job as President of computer products vendor, Softsel, she knew it had problems. While it’s US parent company was successful, the subsidiary she would be leading had not yet turned a profit in …Continue Reading →

A Sure-Fire Way To Scare Off Customers!

Don't scare off potential customers. Make it easy for them to wander in

Have you ever stood outside a restaurant looking at its menu, trying to decide whether to choose it or one of the half-dozen other restaurants on the same street? How would you react if the maitre d’ suddenly came out …Continue Reading →

Marketers: Learn the Neuroscience of Attention & Trust To Get More Sales

I’ve got two recent interviews for you in today’s podcast: Diana Lucaci, founder of True Impact Marketing, who spoke at the recent Marketing Research & Intelligence Association (MRIA) national conference in Saskatoon. She applies her expertise in neuroscience to business …Continue Reading →

33 Top Website Usability Mistakes That Are Hurting Your Business!

We don’t see nearly as many website usability mistakes as we used to, but there are still plenty of them out there. In today’s podcast I’ve tackled 33 common website mistakes that I still see pretty often. I list them …Continue Reading →