|Small Business Guide - Small Business Resources
(Add to Favorites | View All Articles | Resource Directory)
Using Technology to Manage Customer Loyalty
Don't let your customer satisfaction research initiative collect dust on a shelf. Integrate technology with research to optimize the use of customer information.
The typical company spends 80% of customer research time and effort gathering information, and only 20% of that time using it. Companies conduct research to gather information, but it is only useful if it can be turned into positive action.
In the audio book, "Sound Advice on Customer Loyalty," author Steve Walker suggests that integrating technology with research lets companies act on customer feedback intelligently everyday, translating into more loyal customers, and more profit at the bottom line.
Walker outlines three key applications of technology that help make customer research more effective.
"First, there's access. Technology centralizes customer satisfaction survey results, allowing enterprise access to information in real time." He notes that today's technology offers a number of ways to view customer data, such as in aggregate form or at the individual customer level.
The second application is action-ability. Technology can alert account managers of problems with an individual account so that they can take action to resolve the issue before it's too late, according to Walker. "After all, what's the cost of losing a customer, or perhaps more importantly, what's the cost of replacing one?"
Third, Walker identifies accountability as a key application of customer loyalty management technology. "Having access to real time information can be quite a motivator," says Walker, "Especially when account managers know their supervisors can easily view action plans, progress reports, and customer follow up activities."
Steve Walker offers advice on managing customer loyalty each week in the free audio newsletter from What's Working in Biz, http://www.whatsworking.biz/full_story.asp?ArtID=92
About The Author
Richard Cunningham is a principal of What's Working in Biz, http://www.whatsworking.biz, a publisher of business audiobooks and online audio programs on marketing, sales, and small business strategies.
News provided by Yahoo! News and Google News
Investors leading surge on small-biz loans - Insurance News Net
Small Business Column: Time for Irish SMEs to take advantage
TD Bank Small Business Pulse Check Finds 70 Percent of New York City Businesses Optimistic about 2015 Opportunities
Small Business Q&A: Peter Cosgrave, CPL Recruitment
Small Biz in a Digital Age: Analytics - Know Your Options - GoLocal Worcester
GST burden killing small business
Mayor makes another vow to cut small-biz red tape - Crain's New York Business (blog)
Small Biz Sentiment Slips In January - Advertising Specialty Institute (press release)
There has never been a better time to start a small business
As a teenager I worked for my father's small business. At 18 I worked for a small video rental business owned by two partners; there were 4 employees.
Keeping a Partnership ALIVE and THRIVING
What are the best methods for keeping a good business relationship?Once you have a business relationship in place, you need to work on that relationship to keep it intact. As a matter of fact, people nurture their business relationships more than they do their families! The first and most obvious method is to follow up with questions and requests in a timely manner.
Pressure Washing of Paving Equipment and The EPA
Many pressure washing companies will be glad to take on additional work when a company calls them up to come and wash, but the days of cleaning asphalt compactors, steamrollers, paving equipment with diesel fuel are gone forever. If you are caught doing it the old fashioned way it's a $1,000 fines in the United States, fist offense and you pay for cleanup.
Small Business Vendors; Getting the Best Service
If you are a small business you know that you must rely on your vendors to make sure you have everything your customers need. Lack of vendor support can lead to upset customers or even loss of your business.
Knowledge is Power
Why does research and education play an important part of the business relationship?Have you ever attended a business briefing or meeting without reading the materials ahead of time? I know I certainly have, and I also know that I felt like a fool when asked a question. It was up to me to be informed about the meeting and to read the information, and I neglected to do so.
How to Prevent Home Business Burnout
As a home business proprietor, you may already realize why avoiding "home business burnout" is so important. Even if you have only been working your home business venture for a relatively brief time, you may have already been aware of the need to maintain your energy levels and reduce your stress levels while you were involved in your other employment.
1 Overlooked Key to Small Business Success
Is this you?You dreamed of owning your own business, doing what you love and enjoying unlimited earning potential. You researched.
California Department of Corporations Attempts to PR Their Benefits to Consumers
On Monday the Department of Corporations in California revoked franchise registrations of two franchising companies. In a Press Release the Department said; "The CDC has taken enforcement actions that have resulted in the revoking of registration of two franchise businesses operating in California.
How to Wash Mobile Homes as a Business
Washing manufactured homes, mobile homes, can be a lucrative and steady business. Generally Mobile Home owners desire to have their mobile homes washed twice per year.
Personal Success - Take a Break from Business
Have Some Time to Yourself One of the most important things you can have when running a successful business, is to have time for yourself. Every small business owner needs to make time to be quiet.
3 Ways To Make Certain Your Business Fails
Most small businesses incorporated in 2005 will fail by the year 2007. No matter the industry or the economic times in which the company was initially conceived, the fact remains that businesses fail on a daily basis due to general lack of knowledge and know-how.
Franchisor Prospect Checklist Sample Form
Due to the over regulation in the Franchising Industry and the litigation it is important to keep impeccable records. From the first phone call, email to the signing of the franchise agreement everything should be documented.
How to Start a Paper Shredding Business
Paper Shredding Business Opportunities are blossoming up everywhere because in recent years, privacy concerns and new policies have forced companies all over the country to invest in paper shredding services. Large corporations and small are in need of shredding services.
Starting a Pressure Washing Business
Are you thinking of starting a small pressure washer business to help clean up the world and make a little money? You might be surprised how many mobile pressure washers companies there are in the United States; approximately 45,000 of them. And since God made dirt on the Third Day; Genisis 1:9 - 1:12.
Setting Prices - Pricing Your Consulting Services
THE PSYCHOLOGY OF PRICINGIn case you hadn't noticed, people can react very differently when faced with the same price for a product or service. In fact in most cases, we'll never actually know what is in their minds when they consider a price and then decide to respond to it in certain way.
Maintaining Your Carpet Extractor in Your Auto Detail Shop
Auto Detailing: Maintaining A Commercial Carpet ExtractorYou should drain your carpet extractor at the end of each use or at least by the end of the day. Do not dump the excess dirty water or soap into a storm drain.
There Is Security in Change... But Use Caution
It has been said that the only constant is change. That statement, while true for everyone, it is especially true for those engaged in business activities.
A Key to Success: Be Consistent
Over the years I heard the best way to learn something is to to teach it. Well, this week's topic, practicing consistent behavior, is definitely something I need to learn and practice more effectively.
Setting Up a Pressure Washer Rig to Clean Concrete
Maximum efficiency in the cleaning industry is a key to survival and higher rates of income. The trailer or tuck unit needs to be set up so that you can use a garden hose and external water supply, because you never know when you are going to need one for concrete or other types of jobs.
Be Prepared When Business Investors Look Beyond Your Business Plan
You have spent considerable time pulling your business plan together, contacting potential business investors, making management presentations and pitching your business plan to prospective business investors. Now you finally have a serious investor who wants to conduct "due diligence" before investing real cash into your business.
|Home | Site Map | Privacy Statement | More Articles|