Chart your course with a customer service strategy

04/3/2013 | B2C Marketing Insider

Small businesses need an actual strategy to guide their customer service decisions, and it's not as hard to create as it sounds, writes consultant Errol Allen. First, act like a big corporation by deciding in advance how you will interact with customers, what incentives you'll use to encourage loyalty and even how long you'll let a phone ring before it's answered, Allen writes. Other tips: Examine the processes your business uses for dealing with customers and create measures to gauge everything from order fulfillment to customer complaints.

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