I have a friend who runs a business – a financial advisor and accountant, whose services I use. She told me a story recently about a mysterious phone call she received a few months ago from someone she knew was...

In my last piece I wrote about branding and reviews and since then I’ve had the opportunity to talk with colleagues and think further on the subject and realised I had missed another feature of traditional branding that is trumped...

Brand, the buzzword for advertising for so many decades, has changed substantially from what it once was since the advent and supremacy of online commerce. Years ago brand was the holy grail for businesses and by extension advertising companies. Brand...

I was reading an article online recently with guidelines on how to leave great feedback – whether positive or negative – and it reminded me that at its core – feedback is a conversation. What I mean is that the...

Online reviews are to meant give guidance to our peers based on our experiences and subjective opinions. Unfortunately, if allowed to be, they can also be used to damage the reputations of businesses when absolutely no service was provided or...

A month ago my phone decided that its sure and steady trek to oblivion was getting tiresome and decided to quicken the pace. I had the phone for a year. It was a refurb – that’s refurbished for those who...

In a perfect storm of irony I was all set to write about the power of apology in business this week, and wouldn’t you know it, I was served up the ideal how not do it by celebrities in Lalaland....

The past two years have transformed our lives, no matter where we are in the world. In the coming years, behavioural psychologists will have a field day, filling academic journals with papers focused on the many and various ways that...

I’m old enough to remember those crazy, carefree days before the internet where shopping was a physical pursuit and an adventure. Obviously a lot has changed since then and sometimes I have to check myself about my own consumer behaviours,...

Something that came up recently got the ol’ brain box ticking over and took me to what some may call the bleeding obvious – a question that I imagined should have a universal and obvious answer – what is a...