How Does a Small Business Owner Seek to Tackle the Need

question 75

Multiple Choice

How does a small business owner seek to tackle the need to create as efficient an operation as is possible?

• A) understand customer expectations and translate this into processes
• B) think in terms of product consistency
• C) recruit, trained and educated employees with customer contact skills
• D) plan their business layout
• E) all of the above

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Definitions:

Controllable Factor

An element or variable in a business or process that can be modified or adjusted according to the needs of the manager or operator.

Experience Economy

An economic concept where businesses create memorable events for their customers, and the memory itself becomes the product.

Service Blueprint

A detailed diagram that visualizes the service process, points of customer contact, and the front and back-office activities that a service entails.

Customer Contact Audit

An evaluation process that examines all the points of interaction between a customer and a company to improve customer service and experience.