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There are four crucial steps you should follow in order to create an effective mystery shop program. If successfully executed, a mystery shop program will provide insightful perspective into your customers’ experiences. Read More

B2B marketing staff members who think they know it all are on a fast path to failure. Learning from the experience of others is the way to maximize success. Read More

I recently discovered a revealing case study about the hotel industry, which was at sixes and sevens in the weeks and months following the attacks. Hotels and all travel companies needed to understand how better to serve their clients. That meant understanding their customers’ fears about travel.
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Once you are able to achieve some real “traction” with your business (paying customers, revenue stream), it may seem the time to relax a bit, but in fact this is the point where many founders start to flounder. All the skills and instincts you needed to get to this level can actually start working Read More

Usually when I do a post about "updates," it involves either Facebook or Twitter.

And then it involves a lot of eye-rolling.

But lately, my update posts have focused on an unlikely source: LinkedIn. Yes, good old reliable, stable, un-razzmatazzed LinkedIn. Read More

The PR Verdict: “C” (Distinctly OK) for Ina Drew and her PR strategy. Just one on-the-record quote might have changed the article’s tone.
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Companies should be assessing needs and bringing in additional managers. But many entrepreneurs try to manage everything for too long. Read More

I am fascinated by the concept of productivity.

And I strongly believe that productivity can be the difference between achieving great things, and simply existing. Read More

It seems there’s so much drama over technology these days. Everywhere you look, one tech company is suing another. Even the users are frustrated by simple flaws and design. As consumers, we have become so smart about technology, what we want from it, and what we will expect. Read More

Good developers are integral to growing most online businesses. To break ground or integrate systems you need to get someone on board who really knows their stuff, but sometimes that’s easier said than done. Read More