Is There A Fiery Flight Attendant On Your Staff?

by: George Bounacos August 11, 2010

Here’s why JetBlue’s flight attendant is no hero and what you need to do in your small business.

Delighted By A Doctor

by: George Bounacos August 2, 2010

A doctor teaches me an amazing customer acquisition and retention lesson.

Headline Fail – VP is Safe

by: George Bounacos June 8, 2010

CNN blows an important headline and teaches small business a powerful lesson in the process.

Free Form Templates From Google

by: George Bounacos May 21, 2010

We examine Google’s new forms and templates (and new fonts too) in this week of Google announcements.

Use Your Name When Sending Documents To A Client

by: George Bounacos April 28, 2010

When you name a document, are you keeping your client’s ease of use top of mind? Here’s how.

Servicing New Customers

by: George Bounacos April 5, 2010

With the help of Richard Drefyus in 1987′s Tin Men, Silver Beacon Marketing shows what happens when you delight new customers.

Worst Unsubscribe Implementation Ever

by: George Bounacos March 29, 2010

A $7 billion dollar global corporation has a surprise for you if you want to stop receiving their email.

Painless Unsubscribe

by: George Bounacos January 25, 2010

Do yourself a big usability favor today. Have a friend or relative who is not connected to your business subscribe to your blog or newsletter or other piece of push content while you’re on the phone.  Ask them to narrate what they’re doing and take careful, fast notes.  Record with a little digital recorder if [...]

Customers Are Not Dishes – Bad News #2

by: George Bounacos November 27, 2009

By now your repast is complete if you’re in North America.  Thanksgiving, day of gluttony, football and planning visits to buy stuff for the next holiday, is in your rear view mirror.  Except for the cleanup. And as you put away the good table settings and decide whether you should have turkey sandwiches for lunch [...]

Does Silvia Work For You?

by: George Bounacos September 28, 2009

Sometimes your processes are textbook, your product or service offering is valued and desired in the marketplace and… …you miss on execution. More importantly, you miss on customer-facing execution. There is a web company here in the U.S. that has done very well marketing themselves and their service for years.   They do a nice job [...]