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Here are the six things you absolutely must do before launching any new product, service or start-up -- but most business owners and start-up entrepreneurs don't do: Read More

A call to action (CTA) is one of the most critical parts of a marketing message, whether it’s delivered by email, direct mail, on your website, Facebook page or elsewhere. Here's how to create a killer CTA: Read More

Here's a new way to think about marketing a small business: Instead of return on investment (ROI), think return on relationship (ROR) with your customers. Works like this... Read More

Complaint handling defines a small business. Here are my 8 Ways to Deftly Handle Customer Complaints Read More

This is my piece on tapping your "rock star customers" that The New York Times just featured in its You're the Boss blog under "This Week's Bests." Read More

Many small biz owners and start–up entrepreneurs relentlessly network to build connections. But while networking is valuable, connecting with the wrong people – or the right people in the wrong way – can waste valuable time and effort. Here's what you need to know: Read More

What you think you know about customer service might be wrong. Here are six essentials for collecting, analyzing and using customer feedback in a way that both engages customers and benefits your business Read More

I just met Twitter CEO Dick Costolo, a former small biz owner himself and truly passionate leader who's taking Twitter to new heights. Here's his take on what makes a great tweet. Read More

We’re always searching for new and interesting tools to save money, boost sales and streamline marketing operations for local businesses. Here are seven killer picks for 2012:

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Many local businesses are content if customers seem “generally satisfied.” Others aspire to something more — they seek the kind of passionate customer satisfaction that inspires glowing thank you letters and backyard fence referrals. Here are eight ways to spark customer love:

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