For some businesses owners, challenging reviews are a huge obstacle and sometimes end up being a stumbling block that they just can not get past. While there is obviously a human element to dealing with and accepting criticism - fair or unfair - there are some things...
In 1992 the Queen defined one of the more challenging 12 months of her reign with a handy Latin phrase that summed it up perfectly - an annus horribilis (horrible year). She was referring to a string of divorces in the family, a fire at Windsor castle, and a litany of...
Each year BrightLocal publishes the eagerly anticipated and well respected results of its annual Local Consumer Review Survey. Year in, year out, the survey affirms the supremacy of online reviews as a dominant driver of consumer choice. This year has been unique in...
This week the very first Covid-19 vaccination was administered to a 9o year old in the UK. The Pfizer/BioNTech vaccine was created in record time and offers a real sense of hope of being able to defeat a virus that has held the world to ransom for most of this year....
The vast majority of unflattering reviews online focus on failures to deliver what was promised - whether that be for a product or a service. The substantial factor in all of this is that the uncomplimentary review is very often the last step a consumer takes when all...
When I wore a younger man's clothes I dabbled with playing rugby. For most of my childhood I'd played football, or soccer, as Kiwis call it. I had my masculinity attacked. Other kids hassled me and mockingly asked if I kissed and hugged the other players, as that's...
Since last Wednesday when the US held elections for president, congress and half of the senate, as well as a myriad of other public positions, the world has focused on the results as they came in, in fits and starts, until at the presidential level, Joe Biden had won...
In business, growth is dependent on attracting new customers and ensuring that existing ones return. For repeat customers a significant factor is what they perceive to be the benefits of the purchases they make or in the services they commission. In most instances,...
While it was surely one of the strangest election campaigns in living memory, postponed by a month because of the the Covid-19 epidemic, New Zealanders voted on Saturday (and in huge numbers beforehand) and exercised one of the most abiding elements of our personal...
I think about reputation a lot. Not only as a concept or an idea but as an actuality that governs the choices we make about individuals, brands, businesses and politics. It's important to remember that reputation is all about perception, as it is created from the...