Network Solutions – Small business conversations and working together for small business success

Customers Rock! Founder Becky Carroll Talks about the Small Business Success Index

Below is a snippet of her thoughts about the Small Business Success Index. For the full interview, visit the Grow Smart Business Blog.

Becky Carroll is founder of Customers Rock!, a consultancy focused on engaging customers through conversation, social media, and WOW customer experiences, and author of the company’s blog. She is a regular on the nationally-syndicated Big Biz Talk Radio show and teaches the class “Marketing via New Media” at the University of California San Diego. Additionally, Becky is a contributing author on the Age of Conversation business books.
She served as Director of Social Media for Brickfish and worked at HP for 14 years. Becky’s clients have included EA, HP, Fujitsu, and Ford.

Network Solutions: Why, how and when did you start Petra Consulting Group/Customers Rock?
Becky: I started Customers ROCK!/Petra Consulting Group in 2005. I had already been doing customer loyalty and retention consulting for another company, and I wanted the flexibility that comes with running your own business. The business really took off when I started my Customers Rock! blog which focuses on great customer experience examples and how to create rockin’ customer service. There are too many blogs about poor customer service where people rant all day. I wanted to show the positive side, show what is working.

Network Solutions: What did the study reveal to you about the success of small businesses in 2008?
Becky: The study clearly showed the best way for small businesses to differentiate themselves: customer service. Great customer service is what makes a business memorable. Often times the “big guys” look at customers as a queue to get through; small businesses look at their customers as people who need help to be successful.

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