According to the Sept. 28, 2017 edition of Forbes magazine, author Jeff Bezos says, “customers have incredible power as a result of transparency and word of mouth.”

How can your business harness this power? Can you manage this new-found power to your advantage?

As customers become more public about their buying decisions, share their experiences and provide recommendations about the businesses they choose, you, as the business owner and manager, can amplify your business by welcoming this new public-engine of marketing.

Customer Conversations

Customer reviews, social media, blogs and any other tools are really one thing – conversations with your customers. A bad review is only detrimental when you don’t respond; don’t make it right or don’t realize it is now a public record. Every business makes mistakes and simply put, some customers are more difficult. Turn your toughest customers into champions to win the power of public-lead word-of-mouth for your business.

The bad review that invites follow-up, provides direct contact to the President or offers a full refund in a public forum demonstrates to future customers that your business is concerned about making it right. Add the ability to have a sense of humour or personality to your response and you’ve got a winning formula to keep disgruntled customers smiling.

Four Steps to Respond to a Customer Review

  1. Respond as quickly as possible. Whether you respond directly through Google My Business, Facebook or our Reputation Management tool, responding to your customers promptly will keep the search engine giants smiling on your website.
  2. Respond to all reviews – positive, neutral or negative. All customers deserve a moment of your time to thank them for their comments, offer insight into their purchase or hear steps to make it right.
  3. Keep your response above reproach. Remember your response is public. No matter the comments from the customer; no matter how difficult the customer was, keep your response positive. This can be the most difficult part of responding quickly and is often the #1 reason businesses work with us to help respond to their reviews.
  4. Share the good news! Shout it out. Keep positive reviews on your website, on your social channels and on your listings. Put the power of peer-influenced marketing to work for your business.

Embrace this new age of purchase transparency; accept it and find ways to use it to build your fan base. Your business and customers will thank you.

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Roxanne Brown

Roxanne Brown Jewellry

I’m looking forward to incorporating all of the great suggestions that I got to help move my company along in the area of social media.

Jeff Salisbury

Barb is a pleasure to work with. She’s driven and incredibly knowledgeable with a multitude of digital marketing tactics and strategies.

Nadine Howard

Healthy Lifestyles Nadine Howard

Barb has been a life and business saver for me! Building an online presence for your business isn’t easy and takes precious time, but Barb helped me tremendously! She knows what she’s doing, and so great to work with! I highly recommend her. I’ll definitely continue to work with her on an ongoing basis!


Mark Melby

Mark Melby

Barb is well versed in the digital world and knows what is currently working in the social media arena. Our visit and discussion around communication and it’s importance was very enlightening and informative. Highly recommend talking to Barb!

Luke Rossmo

Luke Rossmo

Barb is exceptional in her domain. Her unique approach is invaluable and leads to increased exposure which leads to increased business. She is also very approachable and genuinely cares about her clients. She also effectively conveyed information in a way that allowed me to understand.


Jim Aho

Jim Aho

Barb is one of the brightest marketing stars out there. She’s smart, genuine and driven to succeed. I recommend her most highly.


Stephanie Cory

clipnclimb Saskatoon

Barb is awesome to work with! She really understands our business and is very attentive to our needs. I’d recommend her services to everyone looking to grow their business’ online presence. Thanks for everything Barb!

Karen Wotherspoon

Connections Family Resource Centre

Barb makes the world of digital marketing easy to understand for those of us who aren’t so technologically savvy! Its obvious she has tons of knowledge and is passionate about her work.


Sherry Knight

Sherry Knight

Here I am trying to build a brand and along comes Barb McGrath showing me how to focus growing that image! Wow, it has been a wild ride – each time we meet I learn something new I can apply. It is exciting and daunting, all at the same time. Barb is there each step of the way and slowly, I am learning what I need to know in order to build that brand.

Thank you Barb! You are so knowledgeable and also such an inspiration – marketing in the digital world is different. Yet, knowing that and working with the digital world are so very different when it comes to branding and marketing.

Angie Hicks

Humanly Branding & Marketing

Barb brings you decades of marketing smarts combined with a deep understanding of how to use the latest digital tools to make sure you’re seen online. Get her in your corner!


Gary Weisbrodt

Gary Weisbrodt

Comprehensive marketing knowledge delivered in an easy to understand way.


Michelle Sellars

Cascadia Dog Training

Barb and her team are AMAZING!!! Their expertise and knowledge have brought my business to a whole other level. Thank you for everything you have done for me and my business!

Robyn Michon

Robyn Michon

I came to Barb feeling frustrated with my marketing. It always felt like a guessing game. Barb has empowered me by showing me how to use data to purposefully decide where and how to market my services.



Barb McGrath’s been cracking the online code for nearly 20 years. She helps local businesses get to the top of Google with digital marketing training, web design, SEO, online reputation and advertising. Most importantly, she’s earned the trust of Google. Barb runs the only Google-approved agency designed to show you how to turn the online “stuff” into in-store buyers. She uses her knack for distilling complex marketing techniques into clear, simple steps to help you land on the first page of Google - even if you’ve never been online. If you depend on in-person customers, you need Barb’s step-by-step, online marketing plan to generate a steady stream of onsite buyers and make it rain money. Corporate girl turned local business cheerleader, she's helped build some of Canada's largest brands. She is the host of the Secret Life of Entrepreneurs, a local radio show and iTunes and Google Podcast.

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