Marketing and branding

Customer Service: The Difference Between Empathy and Sympathy

Ross | December 16th, 2014

Most customer service teams respond to customers with sympathy. A sympathetic response could be: “I’m also unhappy with the way that product works.” Sympathy is rarely an ideal response to a customer’s problem. Instead, show empathy. Empathy allows to you be professional and caring at the same time. It also allows you to avoid becoming […]

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2015: Some Trends!

Mike | December 8th, 2014

It is totally that time of year again. Decorations are everywhere, strains of holiday music can be heard in every Starbucks in the land, delivery truck drivers are straining under the weight of gift-laden cartons, and annual lists of trends are popping up on blogs everywhere. So, thinks I, why shouldn’t I jump in on […]

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Why We Love Small Business Saturday

Mike | November 24th, 2014

Holidays are here. How do we know? Well I have been seeing tons of holiday-themed commercials on television, I am hearing holiday music being piped through the speakers outside my local coffee spot, I am reading about how many retailers are struggling with whether they should be open for business on Thanksgiving day (not to mention making their […]

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Small Business and Startups: Customer Service Marketing Manifesto

Mike | November 3rd, 2014

I’ve written and spoken often about how customer service for us is a marketing tactic and how we view our customer service as a part of our marketing department. It’s simple – great customer service begets great customer satisfaction which begets great word of mouth. But there’s is another layer to this strategy that is […]

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Be of Good Cheer – Social Media for the Holidays!

Mike | October 27th, 2014

The holidays are (huh?) fast upon us and it is time to think through your company’s approach to the season. I’m not just talking about office parties, decorations, and vacation time. I mean strategy, marketing, and tactics. And the most obvious of these tactics? Social Media! That’s right, friends. There is no better opportunity to connect […]

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10 Best Practices For Email Marketing For Small Business and Startups

Ross | October 21st, 2014

Marketers are seeing an alarming trend. Although 122 billion emails are sent every hour, a large and growing percentage of emails are never read. This is not surprising – most marketing emails are simply pure spam without any creative or substantive value. Even worse, really bad marketing emails can easily destroy a company’s reputation and […]

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How Color Influences What People Buy

Ross | October 1st, 2014

When you designed your logo, website, business cards, marketing materials and your products, you probably spent some time picking colors. But did you know that color has a big impact on what people buy? Studies show that up to 90% of judgments about products can be based on color alone. Consumers place color above other […]

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Cause Marketing on Ice

Mike | August 18th, 2014

The other day while sitting on the deck, we heard a great splashing sound from across the way. We looked over to see a neighbor pouring a huge bucket of ice-water over his head while his girlfriend recorded the chilly event on her smartphone. It took me a second to grasp what was happening, but I quickly […]

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Small Business Tips: Engaging Customers (Sell, Sell, Sell)

Mike | August 11th, 2014

Last week I wrote about building lasting relationships with your customers and the critical importance of nurturing and maintaining strong ties over time with those most important to the well-being of your business. Today, I thought perhaps we could start from the beginning, with a discussion on how to start those relationships. Perhaps the hardest thing […]

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