The Thriving Small Business

Say This, Not That – 7 Things Retail Businesses Should Not Say To A Customer

by Leave a Comment

As I was out and about this holiday season shopping, I made a point of supporting small business retail shops.

What I learned through the experience is that many small retail shops undermine their own success by doing silly things that turn off customers – and most likely costing them sales. Read the Full Article →

7 Steps to Creating a Customer Service Strategy

by 8 Comments

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 →

Did You Know That There Are 5 Levels of Customer Satisfaction?

by 1 Comment

Customer retention is the result of an organization’s ability to create customer loyalty.

This is done by providing the systems, processes and support, to not only keep a customer happy, but to transition them into an advocate for the organization – who is not only loyal but also recruits others. Read the Full Article →

How to Turn Customer Satisfaction into Customer Loyalty

by 2 Comments

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!

by 1 Comment

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 →

Top 10 Customer Service Irritants

by Leave a Comment

Customer service has come a long way – at least we think. The past century has provided businesses with new technologies that help the business owner to keep in contact with their customers and to modify products based on customer feedback.

We can all remember a time when we had an over the top customer experience. Read the Full Article →

3 Reasons to Pursue BBB Accreditation

by Leave a Comment

We have all heard the horror stories, and even the news documentaries, about businesses that scam the public or fail to follow through on promises made to customers.  The Better Business Bureau is a a great resource for those of us who want to find out if other consumers have had issues with an organization and how those issues were resolved.   Read the Full Article →

2010 Raises

by Leave a Comment

As companies rebound from the great recession, they are cautiously going into 2010 with the hope of a slow recovery on the horizon. Budgeting has been difficult at best for many organizations and specifically budgeting staff increases has been even trickier.

There has always been a challenging balance between being competitive in the market and controlling costs when it comes to salary increases. Read the Full Article →