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SmallBizChat Recap: How Small Businesses Can Increase Their Level of Service

SmallBizChat Recap: How Small Businesses Can Increase Their Level of Service


Each week, the SmallBizLady, Melinda Emerson, hosts a Twitter talk show #SmallBizChat where she interviews various experts.

A recent topic was "How Small Businesses Can Increase Their Level of Service" with guest of honor, Michael Falcon

Check out previous recaps of Twitter chats too!

Q1: Within small businesses, do you believe customer experience is given the same attention as marketing and sales?

Michael continues: "Too many companies believe that customer experience is just something that happens during the day-to-day. We must ensure that we strategize and create a customer service experience that our customers will obsess over."

Q2: What's the best thing a small business owner can do to improve their level of customer experience?

Michael continues: "You may have a great training program to teach your team how to deliver amazing service but if you don’t have the right people to take that training and implement it effectively, then it’s good for nothing."

Q3: You regularly speak about onboarding as a great way to inspire exceptional service. What can small business owners learn about onboarding?

Michael continues: "I’m extremely focused on how businesses emotionally connect with employees during the first day, week or month after being hired. I’ve witnessed how employees become immediately connected with the business which inspires them to create a relationships with customers. "

Q4: What customer-focused companies can small business owners look to for inspiration?

Michael continues: "In fact, I think small businesses are better at delivering a consistent customer experience than larger companies. My recommendation is when a company delivers amazing service to you, make a note and ask, “Would this work in my business”? "

Q5: How has social media affected customer experience? What can small business owners learn?

Michael continues: "We must set service level agreements (SLA’s) within our business to respond to customers. For example, if a customer tweets at us we should respond within one business day (maximum)"

Q6: You hear of large companies focusing more on customer experience. What about small businesses, should this be their #1 priority?

Michael continues: "If your customers aren’t at the core of your business then they will be at the core of your competitors."

Q7: You mention that customer experience will make your business more profitable. How?

Michael continues: "It costs very little to service or sell to a customer who have been referred or who has bought from you before. Word of mouth marketing from positive customer experiences is very powerful."

Q8: What type of training should employees receive to deliver an exceptional customer experience?

Michael continues: "Set a social media policy for your company and employees. We must teach our employees the difference between customer experience and customer service"

Q9: What are some effective ways small business owners can ask for customer feedback?

Michael continues: "After you collect customser's emails use software like SurveyMonkey and Google consumer surveys to leverage your feedback. We must habitually survey all customers when we have the opportunity to do so. "

Q10: Other than resolve complaints, what else should we do with customer feedback?

Michael continues: "There is no point of asking for  feedback if your not going to use it to improve your business. Once we have compiled “customer intelligence”, we must share it with our entire team. The feedback is great for frontline employees as they’ll have a better understanding of what makes your customers happy or not."

Q11: How important are testimonials to improve our customer experience?

Michael continues: " They want to see customers who have purchased from you before and have had their expectations exceeded. You can never have too many testimonials."

Q12: What can small business owners do today to improve their customer experience as quickly as possible?

Michael continues: "If your employees aren’t delivering amazing service, it might not be their fault. Perhaps, you haven’t set them up for success. As the saying goes, 'employees don’t fail, systems do'"

Stay tuned for the next SmallBizChat recap!


Alice Ly
Social Media Manager
Lucrazon Ecommerce

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