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Client and Market Research

Whether conducting an unsuccessful tender debrief, or your periodic client relationship review, seize every available opportunity to secure feedback.

Listen like thieves

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Whether conducting an unsuccessful tender debrief, or your periodic client relationship review, seize every available opportunity to secure relative feedback from your clients and prospects,...
Got feedback? Follow the leader

Got feedback? Follow the Leader

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Early on in my marketing career, I made the decision to by-pass traditional customer feedback channels and instead go straight to the top. Whenever...
If your clients want to give feedback, you'd be wise to listen.

Client Feedback : If I Wanted Your Opinion, I’d Ask For It

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If and when someone wants to give your business feedback, you'd be wise to listen. This week I had cause to contact a Sydney-headquartered boutique...
Is it possible to convert an unhappy customer into a brand advocate?

Your Most Unhappy Customers are Your Greatest Source of Learning

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As a head of marketing, I once received a telephone call from an irate client contact who accused my company of a...
Don't speak (on social) unless you have something worth saying

Word of Mouth or Paid Placement?

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We’ve long known word-of-mouth is a highly effective means of marketing. A November 2013 survey (granted, one conducted by the US Word of Mouth...