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Will ungagging consumers kill your company’s reputation?

User-generated review websites have dramatically impacted reputation management.
Gag clauses were originally incorporated into employment contracts to prevent employees from publicly disclosing information about their employer, workplace or work. In other words,...

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

If your clients want to give feedback, you'd be wise to listen.
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...

Your Most Unhappy Customers are Your Greatest Source of Learning

Is it possible to convert an unhappy customer into a brand advocate?
As a head of marketing, I once received a telephone call from an irate client contact who accused my company of a...