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,...
It's certainly been the strangest year most of us have experienced and much of how we go about our lives has changed. The Covid-19 pandemic has dominated our thoughts and actions and there is every sign that we still have a way to go, before vaccination and opening up...
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...
I've lived in Auckland for 16 years. I moved here from the South Island, never thinking at the time that I would be here this long. I've lived out west, east, and north and I've travelled all over the wide expanse that now constitutes the 'Super City'. My kids have...
In the psychology of marketing and consumer behaviour, social proof is a concept used to describe the actions and behaviour of consumers when exposed to online stories and experiences. In essence this is an outside voice or voices expressing what they think and feel...
Over the past five years I've come to learn most about building an online reputation from those who actually do it. I can read journal articles, news stories, industry research papers and blogs, like this one, but the greatest education I've had is from business...
I've come to realise one very important difference between businesses that value their reputation and those that don't. In essence it boils down to one very critical factor, that if managed correctly, garners significant returns, while if done incorrectly can be...
I've written a lot about reviews - the great ones, the good ones, and dreadful ones. I've written about their appeal to consumers and the many benefits they hold for businesses. In this industry I fully admit that I am learning all the time and new thoughts and...
Working in the reviews industry is never light on surprises and constantly provides proof of what a diverse and incredible species human beings are. At their core reviews are stories, tales and observations of experiences with products and services. They can be dry,...
I read an interesting article online recently that confirmed many of the things I already thought about a particular kind of negative review - the unreasonable one - and how useful and powerful they are for the businesses that receive them. The study, to be published...