Posts by Gail Goodman

“We don’t want a Google+ Local page,” said the owner of a small business. “People can leave negative reviews.”

Another small business owner resisted sending out post-sale surveys—“What if our customers say something bad? Then what?”

Yes, negative reviews and feedback can be scary. Seeing this feedback gives you a shock; it means that your service or product isn’t up to snuff. None of us like to be criticized.

But, not all feedback is negative—in fact, much of it is positive. Whether negative or positive, customer feedback is where you’ll find opportunities to meet untapped needs, develop a new market, or improve your WOW! In other words, gold! [Read more...]

Are you still on the fence about starting an Engagement Marketing strategy? Afraid you might not do it right?

What would you say if I told you you’re already an Engagement Marketing expert?

Yep, it’s true. How do I know? Because as a small business owner, you know your customers and what they need—and this knowledge is the cornerstone of an Engagement Marketing strategy.

Think about the interactions you’ve had with customers over the last few days. Whether they happened over email, phone or face-to-face, they probably had the following in common: [Read more...]