Tag Archives: conversation

Use your second chance properly

I’ve always held the view that we all make mistakes, and perfect delivery each time is damn hard. My maxim, however, has been that, when you screw up, how you respond to the mistake or customer’s complaint does matter and may make the difference. If you get a second chance, then use it well in dealing with a complaint or addressing the product or service malfunction. Customer service 101, I guess.... Read On

Digital Darwinism and the Post-Digital Era of Branding

Digital Darwinism is when technology and the expectations of the consumer outpace the ability of the business to respond. It’s survival of the fittest; where the fittest are those most able to respond to their stakeholders wants and needs on the platforms and channels they are most comfortable with!... Read On

Can entrepreneurs culture culture?

I used to think that a corporate culture was last on the list of things that a business owner or entrepreneur needed to concern themselves with. It was something that just happened. It was a soft metric that was a lag indicator on the balanced scorecard of the business. Today however my opinion has changed.... Read On