Using Technology to Manage Customer Loyalty

Don't let your customer satisfaction research initiative collect dust on a shelf. Integrate technology with research to optimize the use of customer information.

The typical company spends 80% of customer research time and effort gathering information, and only 20% of that time using it. Companies conduct research to gather information, but it is only useful if it can be turned into positive action.

In the audio book, "Sound Advice on Customer Loyalty," author Steve Walker suggests that integrating technology with research lets companies act on customer feedback intelligently everyday, translating into more loyal customers, and more profit at the bottom line.

Walker outlines three key applications of technology that help make customer research more effective.

"First, there's access. Technology centralizes customer satisfaction survey results, allowing enterprise access to information in real time." He notes that today's technology offers a number of ways to view customer data, such as in aggregate form or at the individual customer level.

The second application is action-ability. Technology can alert account managers of problems with an individual account so that they can take action to resolve the issue before it's too late, according to Walker. "After all, what's the cost of losing a customer, or perhaps more importantly, what's the cost of replacing one?"

Third, Walker identifies accountability as a key application of customer loyalty management technology. "Having access to real time information can be quite a motivator," says Walker, "Especially when account managers know their supervisors can easily view action plans, progress reports, and customer follow up activities."

Steve Walker offers advice on managing customer loyalty each week in the free audio newsletter from What's Working in Biz, http://www.whatsworking.biz/full_story.asp?ArtID=92

About The Author

Richard Cunningham is a principal of What's Working in Biz, http://www.whatsworking.biz, a publisher of business audiobooks and online audio programs on marketing, sales, and small business strategies.

In The News:

60% of Business Leaders Would Rather Lose Revenue Than Data  Small Business TrendsA new report reveals the latest small business IT trends including downtime, gaps, and the things that SMB IT managers worry about the most.
How One Small Business Became One of the Nation's Largest Federal Contractors  EntrepreneurTorch Technologies, Inc., has risen to become one of the largest federal contractors in the nation — as a 100-percent employee-owned small business.
Cybersecurity Tips for Small  Business.comLearn about the online and in-person security risks that small businesses need to be aware of and find out what you need to do to keep your business safe.
Spooktacular Tips for Marketing at Halloween  Small Business TrendsDoes marketing your business at Halloween send a shiver up your spine? You don't stand a ghost of a chance without these marketing ideas for Halloween.
Digitising small businesses an $80 bn opportunity over 5 years, says study  Business StandardWith smartphone and internet penetration going up, millions of small businesses are moving online. A recent study, by consulting firm Zinnov, estimates that over ...
How to avoid the top 3 small business mistakes  KomandoAs a small business owner, it's easy to overlook issues, big and small, that could be holding you back. That's why we're going to go over the top three m…
Constant Contact Expands Marketing Suite  Small Business TrendsWith three new tools, the Constant Contact Marketing Suite has expanded to cover more of what your small business needs to promote itself.
Business Digest: Small Business Center holds tech event Sept. 26  Santa Cruz SentinelA Technology Showcase and Access to Capital event for small and medium-sized manufacturers is from 11:30 a.m. to 1:30 p.m. Sept. 26 at the Small Business ...
Cautious, Not Reckless: Debunking Perceptions of Millennial Small Business Owners  Business WireTORONTO & GREENVILLE, S.C.--(BUSINESS WIRE)--Small business is crucial to North America's economic climate. Representing over 98 per cent of all ...
What is a Virtual Assistant – and 47 Tasks They Can Do for You  Small Business TrendsA virtual assistant frees up time for business owners and entrepreneurs. Learn 42 specific tasks a virtual assistant can do and take off your plate.
In the Spotlight: International Van Lines Moves Towards Better Customer Service  Small Business TrendsWorking in an industry is the perfect way to learn what you need to know before starting a business. That's exactly what the founder of International Van Lines did ...
Report: Millennial small business owners debunk stereotypes  Upstate Business JournalEntitlement, skinny jeans, avocados, and… entrepreneurship? Cargo says your stereotypes of millennials may not hold up in the world of small business.
The State Of Cybersecurity Pertaining To Small Business  ForbesThere has never been a more critical time for small businesses to implement comprehensive cybersecurity policies and procedures.
Nationwide's Digital Storefront Targets Small Business Market  Insurance JournalNationwide said it has formally launched a commercial insurance digital storefront targeted to small businesses. Small business owners will be able to use.
Allahabad Bank to offer repo linked retail, small business loans from October  Economic TimesThe decision has come in line with the Reserve Bank of India guidelines of September 4, 2019, Allahabad Bank said in a regulatory filing.
"We want our money back": Small business owners scrambling after MyPayrollHR closure  CBS NewsSmall business owners were left scrambling after the sudden closure of a popular payroll company, called MyPayrollHR, and the millions of dollars that ...
Report on Small Business Newsletter: U.S. withdrawal from postal treaty could impact Canadian e-commerce businesses  The Globe and MailThis is the weekly Report on Small Business newsletter. If you're reading this on the web, or if someone forwarded this e-mail to you, you can sign up for it and ...
This small business raises Rs 1,610,000,000 to sell momos in India, China; gets money from Tiger Global  The Financial ExpressCredit and Finance for MSMEs: The company has enhanced its focus on click and mortar model as it eyes a hybrid operating model that contains a mix of ...
Why security needs to be at the core of Australia’s small businesses  DynamicBusinessNine out of 10 Australian businesses employ under 20 workers, making us a nation of small businesses. While there is a multitude of positives in running a small ...
BBVA USA August Recap: Community investment, retail banking and small business  BBVACommunity Investment: BBVA and the Montrose Center, along with Houston community leaders, break ground on an affordable, LGBTQ-affirming independent ...
Big Players Rolling Out Small Business VoIP Services  ToolboxGot a small business? You may well find yourself left out of the voice over Internet revolution sweeping corporations because of the mistaken belief it's only for ...
Google Pay for Business and Google Spot launched to digitise small business owners  Business Insider IndiaGoogle's announced two new products for small business owners at its annual Google for India event. Google for Business can onboard and verify businesses ...
13 Ways to Help Overworked Team Members Decompress  Small Business TrendsNo matter how passionate or hardworking your team, there will come a time when they burn out. That's when you'll need these 13 team stress management tips.
Working With Existing Customers: Eight Ways Small Businesses Can Build Revenue  ForbesFocusing on existing customers is remarkably important for small businesses: The customers are already engaged with the business and, as a whole, they can ...
Vermont Small Businesses Lead the Nation for Revenue Growth  Small Business TrendsHow are U.S. small businesses doing in the midst of the trade and recession talk? According to the Kabbage Small Business Revenue Index, they are ...
Small business faces $180m 'finance gap'  Bahamas TribuneThe Bahamas faces a $180m “finance gap” in providing capital to small businesses, the Inter-American Development Bank (IDB) has revealed, as its project ...
Stress Less: Sridip Mukhopadhyaya’s Finance Tips for Small Business Owners  Thrive GlobalYour small business's finances don't have to be the cause of your stress.
How to Backup Your Computer: A Small-Business Owner's Guide  G2Understanding how to backup your computer is a key part of being a small-business owner. Learn the different methods (and which we recommend) in our quick ...
The best firewalls for small businesses  Digital TrendsFinding the right firewall for your business might seem like a complicated task. There are a number of great solutions out there with all developers hoping to coax ...
IRS small business unit pivots to cryptocurrency enforcement  Accounting TodayNewly appointed officials in the Internal Revenue *Service's* Small Business/Self-Employed division plan to make changes in the IRS's strategy for dealing with ...
Allahabad Bank to offer repo linked retail, small biz loans from October  MoneycontrolState-owned Allahabad Bank said it has launched repo-linked retail and small business loans. The decision has come in line with the Reserve Bank of India ...
State commission aims to cut red tape, grow small business  Savannah Morning NewsSeventy years ago, when it came to picking a career path, only one in 20 workers needed a license or permit to pursue their chosen occupation.Today, nearly ...
Governor Abbott Invites Women Entrepreneurs To Upcoming Small Business Forum In Amarillo  KAMR - MyHighPlains.comAUSTIN – Governor Greg Abbott today invited women entrepreneurs to a Governor's Small Business Forum on September 19 in Amarillo celebrating women ...
Phoenix business owner says SBA can do more to help small firms launch  Cronkite NewsA Phoenix business owner told House members Wednesday that the Small Business Administration is doing a better job of giving minority-owned, small ...
20 profit-making small businesses you can start with as low as Rs 20,000  YourStoryNot all manufacturing businesses need heavy capital. Here's a list of 20 small business ideas you can work on with low investment.
Go Daddy launches combined small business platform and advice tool  mUmBRELLA*Website hosting platform Go Daddy has launched Websites and Marketing, a combined platform for business owners, and business advice tool Go Daddy ...
Small business forum for Women, empowering women  KFDAWomen from all over the Panhandle came together Thursday, to help each other's ideas and businesses grow.
What should a small business do when the boss drops dead?  MoneyWeekKey person insurance can help small businesses cope with the loss of crucial staff. What would happen to your business if its owner or a senior member of staff ...
What recession? Small businesses are doing just fine  The GuardianSmall businesses aren't listening to the recession talk as of late – they're continuing to invest, grow and hire at historically high levels.
How To Solve All Your Small Business Problems From A Know-It-All  ForbesStruggling with your business? More clients, higher prices, and Facebook ads aren't solutions, they are bandaids to a singular, larger problem of something else ...
Meet the Valley's 2019 Small Business Awards winners  Phoenix Business JournalThe awards recognize those businesses with 100 employees or fewer that comprise the vast majority of companies in Arizona.
This small business wants you to switch to healthy snacks; raises funding  The Financial ExpressHealth food small enterprise Kaarya Naturals that offers healthy snacks has secured early-stage funding from Mumbai-based Roots multi-stage and sector ...
US SMALL BUSINESS ADMINISTRATION LOGO | Business News  Richland SourceRichland, Ashland and Crawford counties are eligible for loans to small businesses, small agricultural cooperatives, small businesses engaged in aquaculture ...
Baby boomers lead in small business creation  Troy Media42 per cent of small business owners are baby boomers compared with 24 per cent who are millennials, according to a 2019 RBC poll.
Port makes pledge to award contracts to small businesses  Virginian-PilotA Hampton Roads distribution giant linked to more than 300,000 jobs across the state has pledged to maintain its already significant efforts to award contracts to ...
Charter sells wireless service to small businesses  FierceWirelessThe company is also experimenting with building wireless broadband in 'low density' areas using CBRS spectrum.
Backup Plan for Small Business Health Insurance Awaits Test  Bloomberg LawNorth Carolina's new law increasing access to a type of small business group health insurance includes a fail-safe that might interest other states.
Stand with small business owners | Letters to the Editor  Bismarck TribuneI wonder how many small business owners are aware of legislation in the U.S. House of Representatives. In recent years, small businesses have added more ...
A New Tool Aimed At Small Business Allows For Real-Time Analytics  ForbesKabbage's new tool lets small business owners compare and assess how their companies are performing in real time.
AG should know digital tools are essential for small business  Arizona Capitol TimesI am amazed and a little dumbfounded that a group of attorneys general, including Arizona Attorney General Mark Brnovich, launched an investigation attacking ...
Hiring For The Holidays: What Small Business Owners Need To Know  The Story ExchangeThe most wonderful time of the year is nearly upon us! Major corporations like Kohl's and UPS have already started recruiting seasonal hires. Kohl's started ...
How WhatsApp Business has become a popular tool for micro enterprises  Economic TimesSmall businesses are finding Whatsapp Business an acceptable substitute for a website or app.
2019 Veterans Small Business Roadshow coming to SIU Sept. 25  SIU NewsCARBONDALE, Ill. — Here's a special rollcall just for veterans. If you've ever considered starting your own business or if you own a business and would like to ...
Study checks status of small business startups | Business  PostBulletin.comMuch has been said in the media about the rise and strength of the gig economy, with some debate about what constitutes a true small business startup, ...
Big day for small business  TAPinto.netIt feels good to live in a town where people aren't afraid to come out and get together for an afternoon of self-celebration. Last Saturday the Somers Chamber of ...
Tamworth water supply: council asks small business to wind back water use  The Northern Daily Leader"What we are asking businesses to do is target a 30 per cent reduction in their daily consumption."
DIY or outsource? The tradeoffs of small business digital marketing  WRAL Tech WireMarketing and advertising on the internet are an integral part of running a small business, one many owners handle themselves. It does require some ...
68% of Entrepreneurs Not Looking for Gig Work  Small Business TrendsIn the fourth edition of the Megaphone of Main Street report from SCORE, 68% of entrepreneurs say they are looking for full-time self-employment, as opposed to ...
Missing Paychecks Leave Small Businesses Scrambling  The Wall Street JournalThe FBI is investigating a payroll processor after about $30 million destined for paychecks and related tax payments went missing this month. Roughly 8000 ...
Small businesses continue to be a key driver of the Indian economy: Dell India Small Business VP  BusinessLineDell recently announced the launch of a platform to address the purchasing needs of small businesses in India, where they can buy customised products and ...
Small Business Administration chief touts trade in visit to Dublin fire truck maker  The Columbus DispatchIn a visit to a Dublin fire truck manufacturer Thursday, the acting administrator of the federal Small Business Administration praised its programs, exports and the ...
GM and Flint & Genesee Chamber launch small business grant program  nbc25news.comFLINT, Mich. - Small businesses can now utilize funds from a grant program recently launched by General Motors (GM) and the Flint & Genesee County ...
MSME procurement worrisome: Govt buying from small businesses lag behind halfway through FY20  The Financial ExpressEase of Doing Business for MSMEs: The government had last year revised the annual public procurement target for MSEs by the central ministries, departments ...
Cooling tech company heats up with NSF small-business award  Cornell ChronicleThanks to a Small Business Innovation Research award funded by the National Science Foundation, cooling technology startup Heat Inverse is set to scale up ...
Small Business Awards 2019 Innovation: Muscular Moving Men & Storage  Phoenix Business JournalSee the honorees for the 2019 Small Business Awards.
Government ready to back Japanese farmers, small businesses after trade deal with US, new minister says  The Japan TimesThe government will provide additional support to farmers and small businesses as needed to quell concerns stemming from an expected Japan-U.S. trade deal,
Small Business Spotlight: Cheesy Eddie's  WHECWhen it comes to desserts, there are few local traditions like Cheesy Eddie's...
Ten small businesses receive EDGE grants  delawarebusinessnow.comTen Delaware small businesses were recognized Wednesday as recipients of the first-ever EDGE Grants from the state Division of Small Business. Gov.
Entrepreneurs, owners learn the in's and out's about running a successful business  WXOW.comFor a half-day on Thursday, local small business owners and entrepreneurs, gathered to U.W. La Crosse's Area Chamber of Commerce Lyle & Norma Anderson ...
It's now easier than ever for US small businesses to go bankrupt  The GuardianReorganizing under chapter 11 of the bankruptcy code has been too onerous and expensive a task – but the Small Business Reorganization Act provides relief.
In the Headlines: New Tech Launches for Your Small Business  Small Business TrendsThis week, we heard from lots of companies about new products and services they're offering small businesses like yours. These new technologies are ...
Europe-inspired butcher shop Moriarty Meats wins $10,000 in small business competition  WKBW-TVBUFFALO, N.Y. (WKBW) — A butcher shop on Buffalo's west side that sources local meat won the $10,000 grand prize from a small business pitch competition.
Small Businesses Owners Prepare For Minimum Wage Increase In Denver  CBS DenverDENVER (CBS4)– The City of Denver announced its proposal on Thursday to raise minimum wage beginning in January 2020. Denver Mayor Michael Hancock ...
Recession fears weighing on small-business owners | News  The Title ReportOptimism among small-business owners decreased slightly during August, as fewer owners said they expect better business conditions and real sales volumes ...
NAB warns cyber scamming costs farms, small business $4.5m  North Queensland RegisterBusy farmers and small agribusiness *service* providers are likely to be easy targets for what has become a growth industry in Australia in the past five years ...
Obamas Seek to Cancel Trademark of Small Business Owner  NewsmaxPerhaps one of the most common criticisms of our legal system is the inescapable truism (at least in the context of large scale litigation) that the side with the ...
7 Secrets to a Successful Pop-up Shop  Small Business TrendsWhat does it take to make your pop-up store successful? Here are pop-up shop tips to try when making your pop-up a smash hit.
NASA Marshall to Host Small Business Alliance Meeting Sept. 19 at US Space & Rocket Center in Huntsville  Space RefPress Release From: Marshall Space Flight Center Posted: Tuesday, September 17, 2019. Officials from NASA's Marshall Space Flight Center will share the ...
Winner of the Small Business Innovation Research is 'Safecility'  I Love LimerickEnterprise Ireland has announced the winner of Small Business Innovation Research project is 'Safecility' during City Engage Week.
How data breaches are hurting small businesses  TechRepublicSome 30% of consumers surveyed said they would never again use a small business that suffered a data breach, according to a new report from Bank of ...
Economic freedom, small business and paying your damn invoices on time  Daily MaverickSouth Africa continued its downward trajectory in the Fraser Institute rankings, coming in at 101st for 2017, the latest data point, down from 2016 when SA was ...
Small businesses surprised about delay of carbon-tax funded grants  The Globe and MailSmall businesses hoping to get funds from the federal carbon tax for energy-retrofit projects are still waiting, as the government has stopped the distribution of ...
Average late payments to Aussie small businesses drop nationally  DynamicBusinessXero, the global small business platform, reports that late payments to Australian small businesses have seen an improvement. An analysis of hundreds of ...
MPs call for tax incentive for small businesses to boost robotics  GrowthBusiness.co.ukParliamentary committee calls for small business tax incentive to invest in productivity-boosting robotics and automation.
Exclusive: Small-business support for Trump ebbs, but experts say he can reclaim voters  USA TODAYMore small businesses prefer a Democrat than Trump in the 2020 election, a new survey shows. That represents erosion of his traditional support.
African American Chamber moves headquarters to better support small businesses  WCPOCINCINNATI — The African American Chamber of Commerce celebrated the grand opening of its new headquarters Wednesday afternoon. Members of the ...
Kurvv closes $1M seed funding round for AI service designed for small businesses  GeekWireArtificial intelligence is a big deal for the likes of Amazon, Microsoft and Google — but what about a small business that can't afford to have a data scientist on ...
Atlanta Small Business Profile - Josh Zimmer, Jersey Mike's Subs  Atlanta Small Business NetworkOn this week's episode of the Atlanta Small Business Profile, our host Ted Jenkin sits down with Josh Zimmer, owner of nine Jersey Mike's Subs locations.
Airbnb pledges $25 million to combat California housing crisis  Los Angeles TimesHome rental company Airbnb says it will invest $25 million toward affordable housing and other community needs, the latest plan by tech firms to ease a housing ...
New Council Bills Would Provide Relief To Small 'Legacy' Businesses Facing Displacement  DCistThe District already offers financial assistance to residents struggling to afford rent. Now your local barber shop could be next, under three new bills in the D.C. ...
Velocity Credit Union Moves to a Fiserv Foundation to Enable Enhanced Digital Experiences and Small Business Services  Business WireVelocity Credit Union will leverage account processing from Fiserv to expand its commercial business and increase efficiency.
This Week in DC: NASA Deep Space Exploration, Small Business and Innovation, and Transportation Sustainability  IPWatchdog.comThis week in the U.S. Capitol and Washington D.C area., technology and innovation hearings in the House of Representatives will focus on tech at the ...
Small Business Hiring Increases in August  The Wall Street JournalA great U.S. job market for workers at small firms got a little better in August. That's according to the latest monthly employment survey from the National ...
The new technology that could turn small businesses into international companies  MarketWatchAdvancements in machine translation technology are helping consumers, gamers and small businesses.
3 Ways to Market Your Small Business on a Shoestring Budget  Inc.When your pockets are shallow, your creative well had better be deep. Try these three inventive -- and inexpensive -- marketing tactics to get your company ...
6 Steps to Turn Your Side Hustle Into a Small Business  EntrepreneurThe dream of being your own boss is a driving factor for many when it comes to striking out on their own, but the idea of starting a business from scratch without a ...
Elizabeth Warren's tax plan requires a big leap of faith from small business | TheHill  The HillAs a small business owner, I'm averse to taking such chances without a better understanding of the potential return on investment.
5 pro tips to boost your small business through social media  YourStoryIn an online-first world, your business has to put its best foot forward to make a lasting impression. Here are our pro tips to boost your small business through ...
Use These 10 Expert Tips to Improve Your Small Business  Small Business TrendsSmall businesses should always be looking for ways to improve. You can step up your marketing strategy, your productivity or even your tech tools. If you're ...
10 Ways Your Small Business Can Use 90s Nostalgia Marketing  Small Business TrendsNostalgia marketing is a very effective way to leverage your customer's yearning for the past. Here are some tips on how to use 90s nostalgia marketing.

How to Use Graphs and Charts in Your Business Plan

Many people ask how many graphs or charts they should... Read More

Get Free Payroll Forms Download from the Internet

Having a successful business means also having a good working... Read More

Share Ad Expenses to Boost Profits

The challenges of the small business owner are well documented.... Read More

Franchisor; Ongoing Support and Ideas

Ongoing support for a franchise system is omnipotent. A major... Read More

Are You Making the Most of Your Intern?

KEEPING INTEREST HIGH: Supervision is key to the success of... Read More

Window Cleaning Business Case Study

How do window cleaning franchise businesses start? It is a... Read More

If You Want Business - Be Consistent

Why does consistency in the message have an effect on... Read More

Is This The Way Its Always Been Done?

Let's face it, we all tend to get stuck in... Read More

Small Business Survival Tips

No matter what kind of small business you have, you... Read More

Are You Ready to Own and Operate a Business?

How often has someone thought of starting a business based... Read More

Truck Wash Business Case Study

Often smart entrepreneurs look for out of the way businesses,... Read More

Finding a Venture Capital Firm

Many ventures are faced with the challenging task of raising... Read More

5 GREAT WAYS to Gain New Contacts

What are the 5 best ways to gain new contacts?There... Read More

Contract Cleaners ? A Guide for Business Part 2

In the first part of this article I put forward... Read More

Creative Marketing Tips: Simple Things You Can Use In Your Business To Attract More Clients

The single most important activity you can do in your... Read More

Setting Up a Pressure Washer Rig to Clean Concrete

Maximum efficiency in the cleaning industry is a key to... Read More

Trailblazer Interview with Diane J. Levin, Partnering Solutions

Today is a Red Letter Day! It's special because today... Read More

Do Home Businesses Complicate Small Business Debt Collection Laws?

The home-based business market, sometimes called the SOHO (small-office/home-office) market,... Read More

Blowing Your Own Horn ? A Key Marketing Strategy for Small Business

-- Building Credibility Through Success Stories --Successful solo entrepreneurs spend... Read More

Uncover Free Veins Of Gold By Prospecting Online Guru Newsletters (Part 1 of 2)

Incredible as it sounds, you have a goldmine of free... Read More

Successfully Adding a Service To Your Business

There will come a time in your business where you... Read More

What are the COSTS Associated with joining Leads Groups?

When it comes to cost, how much can you afford... Read More

Discover How You Can Start Making Your Small Business Dream Come True

As a teenager I worked for my father's small business.... Read More

How to let go of your EGO

When does your ego get in the way?Let's go back... Read More

Two Types Of Business Plan Cover Pages ? Which One Are You Using?

This is the tale of two business plans with very... Read More