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We believe in local business, if we didn't, we wouldn't be in business ourselves! We hope you enjoy the eBusinessReport, and that you find this month's articles and tips helpful in growing your business.
Todd J. Markiewicz
Director of Sales
WBNS AM/FM & ONN
7 Customer Service Lessons From the Companies That Do It Best
Providing great customer service is sometimes easier said than done. These 7 strategies will help you do it right.
Most businesses claim to provide great customer service, but in the real world, their customers probably aren't nearly as satisfied as they think. In fact, they could be downright angry.
A 2013 “Customer Rage” study by Arizona State University’s W.P. Carey School of Business found that 50 percent of American households had a bad customer experience over the prior 12 months—up from 45 percent in 2011 and 32 percent in 1976. What's worse, 56 percent of those who reported a complaint to a business got nothing in return, and many got very angry, even raging mad, due to their experience.
“The moral of the story: Don’t invest in improving your customer service unless you’re going to do it right,” Mary Jo Bitner, executive director of ASU’s Center for Services Leadership, said in a news release about the study. “If a company handles your complaint well, then you typically become a more loyal customer.
Here’s a look at seven of the best practices of companies known for providing great customer service.
1. Hire Friendly, Helpful People at All Levels of the Organization.
Hiring people with the right personalities—not just the right skills—is the first key step in ensuring customers are happy and well-served...
Christmas Sales Ideas For Small Businesses
The Christmas holiday sales season can make or break the year for a small business, whether online, or brick & mortar. Reward early buyers. I know we all hate Christmas displays going up too early.
Branson's Rules For Making Tough Calls
In the summer of 2012, the British government informed Virgin Trains that it had lost the bid to retain the operating rights to the UK’s West Coast rail franchise. Virgin Trains had been running the 7-billion-pound ($10.9 billion) franchise...
7 Essential Habits Of Successful Business Owners
I’ve owned my business for over twenty-five years and I’d like to think I’ve learned a thing or two about what it takes to survive and, perhaps even, thrive as a business owner...
Hacking A Big Danger For Small Businesses
NEW YORK (AP) — It's not just big businesses like JPMorgan Chase, Target and Home Depot that get hacked. Small companies suffer from intrusions into their computer systems, too. The costs associated with computer...
5 Justifiable Ways Great Leaders Are Ruthless In Business
Want to get to the top? You can't be nice all the time. Here are 5 ways you need to be tough. See if you can be ruthless when needed. It's often said that even the most...
Why You Can’t Be All Things To All Customers
When you first start your business, the ideal customer is simple – she’s anyone who walks through the proverbial door with money in their pocket. How do you decide what services to offer her?
Business Owners, Are You Financially Illiterate?
Quick: Do you know the current financial state of your small business? Monthly costs for materials and labour may be top of mind, but what about overhead like taxes and insurance? Do you have access to capital for future expansion?