Small Business Tax Center
Small Business Ideas, Grants &
Plans to Start & Run a Business:

Small Business Grants
Network in Cyberschmooz Community Ask Questions Questions and Answers Share Tips Small Business Ideas List Your Business Business Advice from Idea Cafe Experts Coffee Talk with Experts Starting A Business Business Plan Biz Planning | Sample Plans Small Business Ideas Idea Name Your Biz Name Plan Your Biz Plan Financing $ Starting a Business Do It! Running your Business Marketing Tips Promotional Merchandise Marketing Tips Marketing | Sales | Customers Human Resources HR | Employees | Contractors Legal Forms & Tax Information Legal | Biz Forms Managing a Business Managing | Operations
Financing Resources Financing Your Business E Commerce & Webhosting eCommerce Take Out Info Trade Publications FREE Trade Publications Business Books Biz Books Your Own Business Small Business News Small Biz News Gen X Biz Gen X Biz Work at Home Work @ Home Business Information The Fridge - Biz Info on Ice Destress Send Awards Send Awards & Greetings Yoga At Your Desk Yoga @ Your Desk Fun Guide Guide to Find FUN Online About Idea Cafe Press Idea Cafe has received Idea Cafe in the News Idea Cafe's Kudos Kudos for Idea Cafe Advertise on Idea Cafe Advertise on Idea Cafe Privacy Policy Privacy Policy Contact Idea Cafe Contact Idea Cafe Link to Idea Cafe Link to/from Idea Cafe Join Idea Cafe
Search Idea Cafe Site Directory Site Map Online directory to business resources Biz Web Guide

Expert Answers to Biz Questions

Listen in! Pick up some expert advice to a reader's question that we selected from CyberSchmooz.

color business bar

4 Top Customer Service Strategies for Big Business in 2019


Businesses depend on customers to turn a profit, so it makes sense providing superior customer service should be a top priority. In fact, according to customer experience strategist Esteban Kolsky, more than two-thirds of consumers say bad experiences were the reason they switched to another company. 

To prevent churn, here are four customer care best practices big businesses should begin implementing today.


1. Develop a People-First Company Culture

It’s easy to treat customers like numbers, but that's the last thing customers want in 2019. Every customer expects to be treated with the care and attention of an actual human being, and in order to do that, companies need to foster a culture that prioritizes treating people like people. That starts with treating employees well, so consider offering benefits like flex time, PTO, competitive pay and a clear path to a promotion. 

For example, offering employees the benefit of working remotely has been shown to dramatically increase employee satisfaction and reduce attrition by 50 percent. If you can retain talented employees and keep them happy, they will pass along their positive energy to your customers.


2. Remove All Obstacles

In order to build loyalty, businesses should focus on reducing a customer’s effort. Make it easy for customers to find what they want and to interact with your company in a number of ways with limited wait time, no repetition and little or no transferring. In addition, make sure your return policy and customer service hours match the needs of your target audience.

Also, with digital natives quickly gaining buying power, it’s important to be everywhere your customers are. That means maintaining an attractive, user-friendly and mobile-responsive website as well as a wide range of popular social media accounts. Offer as many services online as possible so customers can interact with your brand instantly and at their own convenience.


3. Collect Data to Course Correct

Using the right CRM system should enable business leaders to collect tons of data on all past, current and prospective customers, as well as every interaction with them. Use this data to analyze how well the business meets customer needs at every touchpoint and then make corrections as necessary.

For example, if your business receives the same type of inquiry from hundreds of customers, use that information to alter your communication strategy and address common customer concerns on the front end. The key is to anticipate customer needs before customers ever need to call customer service.


4. Get Personal by Using IVR

As technology rapidly evolves, customers demand faster and more personalized customer service. To address the growing need for instantaneous and informed service, some companies link CRM data to call contact center interactions through IVR systems. 

The advantage to IVR systems is that they give agents quicker access to customer information when and how they need it. Additionally, they enable proactive outbound communication and inbound self-service with a number of options tailored to customer needs. These systems personalize customer services tools while optimizing internal processes to save time and minimize negative interactions.


Rising Above the Competition

No matter how big or agile your company is, serving the needs of consumers in 2019 can be a challenging frontier. Fortunately, by treating people like human beings, removing obstacles, making data-driven decisions and personalizing interactions, your company can rise above the rest and ensure the best customer service possible.


Small Business Tax CenterIdea Cafe HomeSign UpBiz Grant CenterCyberSchmoozCoffee Talk with ExpertsPeople in Biz ProfilesStarting Your BizBiz PlanningRunning Your BizFREE Trade PublicationsMarketingFinancing Your BizHuman ResourcesLegal & Biz FormsManaging Your BizeCommerceYou and Your BizGen XWork@HomeThe FridgeDe-StressSend an AwardSend an eGreetingYoga @ Your DeskWeb GuideIdea Cafe in the NewsAbout Idea CafeAdvertise on Idea CafeContact UsPrivacy PolicySite MapSmall Biz News

Copyright 1995-2024, Idea Cafe Inc. Downloads are for personal use only, not for resale to others, and may not be reprinted in any form without written permission from Idea Cafe Inc.

DISCLAIMER: We hope whatever you find on this site is helpful, but be cautioned that it may not apply to your own situation, or be totally current at any given time. Idea Cafe Inc. and all of its current and past experts, sponsors, advertisers, agents, contractors and advisors disclaim all warranties with regard to anything found anywhere on this family of websites, quoted from, or sent from Idea Cafe. and its related sites, publications and companies. We also take no responsibility for comments published by others on these pages.

TRADEMARKS: The following are Registered Trademarks or Servicemarks of DevStart, Inc.: Idea Cafe®, Online Coffee Break®, The Small Business Gathering Place®, Take out Info®, Biz Bar & Grill®, Complaint-O-Meter®, A Fun Approach to Serious Business™, CyberSchmooz™, and BizCafe™.