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7 Steps to Creating a Customer Service Strategy

December 14, 2016 by Patricia Lotich

Employees only perform at the level they are managed and it takes great leadership to help employees understand the importance of the customer experience. This is why it is important to have a strategy to help create and reinforce a service culture.

Effective managers help employees understand the importance of the customer experience. And, a customer service strategy can help create a service culture.

Organizations should incorporate customer service into their business goals.  As well, 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 →

Filed Under: Customer Service, Quality Management, Small Business Management Tagged With: Customer Comment Cards, customer complaint procedures, customer feedback, Customer Loyalty, Customer Retention, Customer Satisfaction

How to Turn Customer Satisfaction into Customer Loyalty

May 18, 2016 by Patricia Lotich

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

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 →

Filed Under: Customer Service, Quality Management, Small Business Management, Strategic Planning Tagged With: Business Goals, Critical Success Factors, Customer Comment Cards, customer complaint procedures, customer feedback, Customer Loyalty, Customer Retention, Customer Satisfaction, Employee Goals, performance management, Strategic Goals, Strategic Planning Process

5 Reasons You Should Welcome Customer Complaints!

April 13, 2016 by Patricia Lotich

Customer complaints help you identify ways to improve what you do and how you do it.

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 →

Filed Under: Customer Service, Quality Management, Small Business Management, Strategic Planning Tagged With: Customer Complaint Management, customer complaint procedures, customer feedback, Customer Loyalty, Customer Retention, Customer Satisfaction, Customer Service, Customer Service Standard, Customer Service Training

7 Customer Service Tips

July 29, 2015 by Patricia Lotich

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

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 →

Filed Under: Customer Service Tagged With: customer feedback, Customer Service, Customer Service Training

Using Text Analytics to Improve the Customer Experience

March 4, 2010 by Patricia Lotich

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 →

Filed Under: Customer Service, Quality Management, Small Business Management, Strategic Planning Tagged With: customer feedback, Customer Satisfaction, Strategic Planning Process, Strategy

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