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The Three Things Marketers Keep Forgetting About Facebook
One of the biggest discussions in the social media and marketing world the past few weeks has centered around Facebook’s algorithmic changes to EdgeRank, the percentage of posts that users see (or...
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A Small Business Miracle on Your Street
A variation of this post originally ran in December of 2009, and again the past few Christmas seasons. “If Macy’s doesn’t have it, I’ll send you to someone who does!” In 1947 Kris Kringle offered us...
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Best of 2012: The Three Things Marketers Keep Forgetting About Facebook
Continuing our look at the top posts of 2012, several of the most active posts were about Facebook. No surprise considering Facebook is not only the most popular social network, but among marketers it...
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What Small Businesses Need to Learn from Nonprofits, (And What Many...
Nonprofits exist to do great things and bring about change in the world. Nonprofits exist to solve some sort of problem, whether it be homelessness, a disease, illiteracy, or something related to pets...
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Dear Business…It’s Not You, It’s Me
Dear Business, My name is Ken. I have a wife and three great kids. (Well, my wife is great, too, but that’s beside the point). One of my kids is in high school, another is in college, and another is a...
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The ROI of Friendly
Over the years I’ve spent a good amount of time down south, vacationing and visiting family. One of the things that I’ve noticed as we drive or walk around neighborhoods, is how friendly the people...
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The Secret of Success: Help Your Customers Get Lost
The other day I read an article by Victoria Elizabeth Barnes, a woman who spends an inordinate amount of time on Craigslist, much to the chagrin of her husband. The two are remodeling and redecorating...
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Advice from Johnny Cash (and Rick Rubin) for Your Life and Small Business
This weekend I was on a bit of a Johnny Cash binge. On Friday night we watched the film, Walk the Line, which tells the story of Cash’s early years. This spurred quite the discussion on my Facebook...
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5 Tips for Getting Consumers to Return to Your Website
This post is a guest post from my friend Stacey Hood. Businesses are missing out on a lot of opportunities online, regardless of whether they sell services or a product. We live in a time when there is...
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The 10 Elements of Great Customer Follow-up
Last week my youngest son, Eric, took me to a Phillies game as his Father’s Day gift to me. We had an amazing time, and more importantly, the Phils beat the first-place Braves. Everything about the...
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The One Question You Should Ask All of Your Customers
I was meeting with a prospective client the other day, and while I was waiting, I noticed the intake form that they had all customers fill out. It was your typical form asking for name, address, and...
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Pay Attention to What Your Customers Aren’t Saying
Shadow is miserable. As I sit here writing this, my 100-pound chocolate lab is busy licking and biting at himself. He doesn’t have fleas or ticks. I know, because I’ve checked. Numerous times. In fact,...
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Customer Service 101: Being Helpful Even When It’s Not About You
Not long ago I was headed to a meeting in a rather large business complex. The directions to get to the business I was looking for were a bit complex. I couldn’t easily find the office I wanted, so I...
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Which of Your Customers is Most Important? or, What You Don’t Know Can Hurt You
You’ll read a lot of posts across the internet trying to help you figure out what each of your customers are worth. You’ll see articles about what a Twitter follower is worth, or what a Facebook like...
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What Do Customers Want from Your Business?
Clearly the level of competition is greater than ever when it comes to being a small business. With the internet and social media, your customers are a bit less constrained by physical location. They...
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9 Tips for Creating Effective Social Media Contests
I see a lot of businesses using social media as a means of administering contests, some doing a good job, others not so good. And of course don’t get me started on those businesses (and consultants!)...
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Making Life More Bearable for Your Customers Requires Flexibility
I’ve lived most of my life in the humidity belt of the eastern seaboard. Summers have always been marked by incredibly high levels of humidity, and as I write this, we’re in the midst of one of those...
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The Element of Community Businesses Often Forget
We talk a lot about community. It’s one of those buzzwords we throw around when discussing this new age of marketing in a world of social media. And that’s a good thing. Community is important. But we...
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How One Small Business Pre-Empted Negative Feedback
I talk a lot about the importance of great customer service and great customer experience. The two go hand in hand, and are among the best marketing tools you have in your arsenal. What’s even better,...
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Turn Your Business into a Useful App
It’s all about the apps. It seems as though everyone has a smart phone filled with apps. The first thing someone does when they get a smart phone is download their favorite apps and then ask their...
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