Customer Experience Management for Small Businesses?
Most research on the topic revolves around large businesses/industries with substantial budgets, large staffs and ongoing/revolving customer bases. But none of these is true for your typical small business (who, by the way, employ most of the workforce and generate most of the revenue in the US...)
Drivers for the typical small business owner tend to be cash flow and the technical / work performance side of the business; Customers just sort of "happen".
Does anyone know of any specific research done in and for a small business segment? These might include:
• Retail (the small one-off local strip mall variety)
• Hospitality (small restaurants, motels, bars, etc.)
• Construction (local residential/small commercial firms who do room additions, remodels, landscaping, pool and spa installations, roofing, etc.)
• Professional services (attorneys, CPAs, consultants, etc.)
• Health care providers (dentists, sole-practitioner doctors, specialists, etc.)
These provide a fertile ground for improving many lives at the local level.
//Richard Randolph
Florida Customer Service Institute
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