Operations Impact on Customer Satisfaction


I want to talk about the recent survey that I did and the results, so that it can be used to educate small business owners. Especially those that are newly opened or looking to successfully launch, but also to build a sustainable business in this time when so many small businesses are failing or just trying to survive.

Let’s discuss the most important findings from the survey, when entrepreneurs and small business owners were asked the question… What's your #1  challenge right now, when it comes to Customer Satisfaction?

And the overwhelming response was…. Operations impact on Customer Satisfaction.

What you do in your business, the logistics of the day to day operations, the changes made, and the circumstance that you find yourself under, can result in an impact on customer satisfaction.

Depending on the type of business, your operations could be transparent to the customer. In the case of a product-based business, most people don't see what happens...

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How to protect a business from bad publicity 

You know what they say about publicity? The whole “All publicity is good publicity” notion? Well I beg to differ. There is bad publicity and if you are not careful, it can tear down a business you took years to establish. In this internet age, all it takes is for one unsatisfied customer to go online and rant about their displeasure with your business. Whether it is on Facebook, Yelp or any other social media platform, that post could pick up steam, go viral and before you know it, the entire web would be talking about it. Now, if you run a business, the last thing you need is having people associate your business with bad products or services. That is why it's important to address any form of bad publicity before it becomes widespread. In this article this, I will show you some effective ways of dealing with bad publicity. So let's get to it.

Build your brand reputation in advance
First off, it is important that you build the reputation of your brand in advance. Ensure...
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No Cream Cheese for you

customer experience Mar 25, 2020

It was early on a Saturday morning and I had a long day ahead of me as I went to move some things to storage. I stopped to grab a quick bite at a bagel store that was conveniently along the way. 

I stopped in, grabbed a couple bagels, and headed out. When I got about ten minutes away I realized that the order had gotten messed up. I noticed that the order only had one of the bagels correct(lox and cream cheese...yummm) and the other had no cream cheese. Who wants a bagel without cream cheese?

As a consumers, it's important that when an issue like this happens we don't dismiss it and say "it's no big deal"; "It's only a bagel" or "it's only a couple of bucks".

You definitely need to take the time to let the business owner understand that there's an issue. The only way they're going to know, or be able to do something about it, is if you give them the feedback. So I did exactly that. I turned back around even though it was an inconvenient ten minute ride back to the...
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Five🕔 ways to engage customers and increase Cust😁mer Satisfacti😁n

1st...Utilize technology and find ways to engage and interact with the customer to find activities for them to exercise their senses. Whether it's touch, visual or audio, you should find creative ways for customers to experience the environment through their five senses

This story was inspired during a visit with my kids to Applebee's. The restaurant had tablets on the tables, where the kids can play games, you can place your order, pay your bill and even watch movies. All these activities are designed to increase the engagement with customers while they're in your store.

Having a flat-screen TV has become commonplace in most businesses. People need to feel connected, so having cable t.v, satellite radio or even just back ground music that fits with your brand's personality, will keep customers engaged. You want to educate, entertain and inspire them, all while keeping them engaged.

2nd...Identify, hire and train people to comfortably interact and engage with your...
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Why Businesses Need Customer Loyalty Programs

Over the years, customer loyalty programs have established themselves as one of the most efficient and effective marketing strategies for inspiring customer loyalty and increasing revenue. A lot of brands utilize these loyalty programs to encourage their customers to continue to patronize their businesses. If your business does not have a customer loyalty program in place, then it is highly recommended that you make plans to implement one. There are several benefits of implementing a customer loyalty plan in your business and below are three of such benefits.

Customer loyalty programs drive brand loyalty
As the name clearly implies, customer loyalty programs drive customer loyalty. In a typical loyalty program, brands may reward customers with prizes, coupons, merchandise and other free products or services for patronizing their business. These actions greatly influence the buying decisions of the customers as it drives their loyalty to the brand. Customers are more likely to purchase...
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