The Thriving Small Business

7 Steps to Creating a Customer Service Strategy

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Thinking through and planning a customer service strategy is critical to the development of a strong service culture.

Organizations need to incorporate customer service into their business goals and those strategies should be incorporated into employee goals to ensure the organization reaches their customer service objectives.

Employees only perform at the level they are managed and it takes great leadership to help employees understand the importance of the customer experience.   Read the Full Article →

How to Turn Customer Satisfaction into Customer Loyalty

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Organizations that understand the importance of happy customers, need to think strategically in order to build a loyal customer base.

Successful organizations have learned that there is a difference between attracting customers, keeping customers and developing loyal customers.

Devoted customers are not only loyal to the organization, but also serve as advocates and help to solicit new customers by sharing their positive experiences. Read the Full Article →

5 Reasons You Should Welcome Customer Complaints!

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The sad fact is only about 4% of dissatisfied customers complain. If a customer does not complain and has an issue that is not resolved, they are likely to go to the competition.

The worst part about this is that the organization isn’t even aware that there was an issue. The other sad fact is that a dissatisfied customer is more comfortable telling their friends about a bad experience than the organization. Read the Full Article →

7 Customer Service Tips

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We can all relate to good customer service. And we can all give examples of a poor customer service experience.

Customers have choices and data shows that loyal customers are those who have their needs met and expectations that are exceeded.

Let’s begin with a definition:

Customer is defined as “a person who purchases goods or services from another”. Read the Full Article →

Using Text Analytics to Improve the Customer Experience

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With today’s use of internet blogs, social networks and the like, customers have a voice, an audience and they talk.  They share their experience either with online business reviews, on blogs or social forums.  When customers have a good experience, they may share it but if they have a bad experience, they often feel compelled to share their experience in an effort to keep others from having a similar bad experience. Read the Full Article →