(0:30) It has become my habit to pause this time of year to look back at accomplishments, setbacks, joys, and disappointments. It'...

(0:57) Over the years, many of you have inspired me through your wisdom, hard work, and dedication. As another year draws to a clo...

(1:03) We've all heard the adage about working hard vs working smart. I've always struggled with that one a bit because I ...

(1:05) We've all been in that position when things go wrong. It might have been as a consumer or as a business or, most likely...

(0:54) There is no better way to procure a positive review than to do something totally unexpected. Surprise me, in a positive way...

(0:55) It's not possible to overestimate the importance of boater reviews. Study after study shows that unbiased, honest revie...

(1:01) One of the biggest changes on the new website is the new Listing Pages for markers. A common request, especially from marin...

(0:56) The new website has been released and is continuing to be tweaked. One change that affects Partner marinas is a new Partner...

(1:02) Last week we combined the websites into a single new portal. The transition went well. Thank you for your patience. (0:58...

(0:54) Last week's Minute introduced you to changes that are coming with the ActiveCaptain website. The first big change is th...

(1:03) I know that some of you also receive the weekly ActiveCaptain newsletter which comes out Wednesday morning. The message fro...

(0:57) I recently had an exchange with a marina concerning boater reviews. I suggested that maybe it is better to think of a revie...

(0:54) Criticism is tough whether it is directed at you personally or at your business. A common reaction is to rigorously defend ...

(1:02) The US was hit by two devastating hurricanes. Events of this magnitude lead to much uncertainty and concern on the part of ...

(1:15) You work hard to maintain your facility, train employees, add amenities, and offer first rate service. Then a customer comp...

(1:02) Eventually every marina will experience a negative review. No matter how high your standards or how closely you adhere to t...

(1:04) These past few weeks I have been revisiting Minutes based on the ebook Zero Moment of Truth or ZMOT written by Jim Lecinski...

(1:14) I'm willing to bet that each and every one of you have engaged in ZMOT in the recent past, if not today. It has become ...

(0:54) I've established that consumers are increasingly turning to online sources to make their buying decisions during ZMOT. ...

(1:01) Consumers have always done research on products and services, whether it was chatting over the fence, going to the library ...

(1:19) Even before we had a name for it, consumers were using two moments of truth when making purchasing decisions. The first mom...

(0:58) There's a concept in marketing known as the Moment of Truth, developed at Proctor & Gamble in 2005, defining two crit...

(1:12) In the early days of ActiveCaptain, marinas sometimes complained about nearby anchorage markers and wanted them removed. Th...

(1:02) A couple of weeks ago, I wrote about how boaters make their marina selection decisions. I touched on the importance of transp...

(1:00) Positive reviews are what you strive for. Honest assessments by happy boaters are worth more than pages of glossy pictures an...