Often times, companies will spend a major chunk of their communications budget on reaching the external audience. But what about the internal? Your first customer is always your employee. They are closest to the matter, have more invested, and talk more about your business than any of your clients. Doesn’t it make sense to factor [...]

Do you really know your customers? Really? Sure, you may know that Tom Brime goes golfing whenever it’s 70 degrees and sunny. Susan Peters prefers vegan food, although she will drink milk, occasionally, with chocolate cake. When TNT runs a Bond marathon, you know that if you want to find Mike Wheeling, he’ll be on his [...]

You may have great products and great employees, but if your customer service leaves people less than thrilled to be doing business with you, ultimately your brand will suffer. Consumers have to trust your company to be loyal, but first, they have to feel appreciated and valued. Without this, they’ll be willing to switch to [...]

As someone who places great emphasis on developing quality, long-term relationships with my clients and network contacts, I recently have faced the hard-nosed question of where to draw the line. These past few months, the majority of my clients have failed to pay me, bounced checks, made promises, and seemingly ignored invoices, yet all with [...]