Enterprise news and opinion from Cobweb

Whether you like it or not, if you are a business owner you’ll get your share of complaints and a certain amount of returns and refunds. Instead of being upset at customers who complain, be grateful for them. View them as an opportunity, an important part of your quality improvement process…

One of the biggest fears faced by new small business owners and people aspiring to start a business is having to handle customer complaints, often from people who might even be upset, abusive and obstreperous…

Business owners tend to believe, or are advised, that if they supply a ‘quality’ product or service then their customers will be happy with them. But not all happy customers make ‘loyal’ customers…

Every small business owner will claim that they understand the importance of finding new customers, the need to make the buying process as easy as possible and the benefits of providing a personal experience that will bring people back to buy from you again. So why is it that so many owner-managers fail to get this right – or don’t do it at all?…

In order to create a customer experience that is noticeably, or even slightly, different to anything currently on offer elsewhere, you will often have to find some surprising ways to go beyond what they are expecting…

This week we’re revisiting a topic covered a couple of times previously in EnterQuest. Which is about focusing on every small business’ most valuable asset, and how to maximise its value. But before we identify what that asset is, it’s probably worth explaining what a business asset is, by way of a definition. Normally in [...]

Do you know the difference between front-end and back-end sales in business? Have you heard of these terms but were unsure about what they really mean, or have you even heard of them at all? A lot of new and existing small business owners haven’t come across these terms or just don’t recognise the importance [...]

The quality and standard of your customer service, no matter what type of small business you run, is critical to your success – that goes without saying. But the standard of that service as experienced or perceived by your customers is also the cornerstone on which you will build a valuable, ongoing stream of new [...]