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The customer is always right

That’s the golden rule of customer service. But what if the customer is wrong? Seth Godin offers us this elegant insight: If the customer is wrong, they’re not your customer any more. If the customer…

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Ten common mistakes in selecting a PR agency

Selecting a PR agency is difficult. It’s a high-involvement, low frequency purchase with multiple decision-makers and influencers. The budget can represent a significant proportion of the marketing spend, it’s a high profile appointment and getting…

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How to be a terrible client

Some clients are better than others. Some are truly awful. Here are a few secrets of the world’s worst clients: 1. Never praise the agency – even if the team does a good job, don’t…