19May2026When a Pricing Decision Becomes a Reputation ProblemWhen a pricing change damages an operator’s reputation, it’s almost never the price itself. It’s the principle.Read more
27Apr2026Responding to Google Reviews: What Good Looks LikeA negative Google review with no response is the only version of events. Whatever happened, whoever was at fault, whatever the context, the reviewer’s account is the one prospective customers see. Until you reply, there is no other side of the story.Read more
10Mar2023Shepherd Neame and Service Monitor: Elevating Guest Experience and Online PresenceShepherd Neame, Britain’s oldest brewer, has embarked on a transformative journey by partnering with Service Monitor, a leading guest feedback solution. This strategic alliance aims to redefine Shepherd Neame’s commitment to exceptional customer experiences.Read more
