I learned a lot about customer feedback/experience writing this article for Staples.

Think of Bad Customer Feedback as a Treat, Not a Trick

Bad reviews of your business can be hard to take. Whether it’s on a comment card, a local review site or social media, negative customer feedback strikes fear in the heart of small business owners. But instead of running away from it, ignoring it or responding to it in kind, use the criticism to build your business. Here are seven tips to help you deal with negative feedback from customers.


Looking for some last-second Halloween costume advice?


Content Marketing: Make your copy sing

October 27, 2014

Descriptive writing is crisp, precise and engaging. Here's how to produce it.

Read the full article →

Get more from your business reading

October 20, 2014

How to get more from reading business books.

Read the full article →

Content Marketing: Speed, quality & relevance

October 20, 2014

Content marketing: Try these easy-to-implement strategies and processes to make content creation more effective and efficient.

Read the full article →

How to cope with workplace politics

October 13, 2014

Dealing with office politics? Here's how to make it less painful, and make you more productive.

Read the full article →

Content marketing: Quiz time!

October 6, 2014

You can get more from your quizzes than shares and likes. This short post outlines a few of the possibilities.

Read the full article →

Expert advice on working with writers & editors

September 29, 2014

Be nice to your writers and editors and you'll get better results. Here's how.

Read the full article →

Why email marketing isn’t dead

September 22, 2014

Sure, spam volume is higher than ever. Open rates are lower. But email is still a highly effective way of reaching customers and prospects when you use it correctly. That means using only permission marketing techniques and providing highly relevant content. To close out Shameless Promotion Month, here's a round-up of articles I recently wrote [...]

Read the full article →

How to increase revelance & trust of online content

September 15, 2014

By now, we all know that relevance is a huge driver of content's effectiveness. After all, if what you're putting out there--regardless of channel--isn't relevant to your intended audience, it's not going to get their attention. But that's not enough. To act on the information, we need to trust it. There are lots of ways [...]

Read the full article →

An Open Letter to Roger Goodell

September 12, 2014

I don't just teach advocacy, I do it. Read my open letter to the NFL commissioner and advocating for a change in League policy and positioning.

Read the full article →