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There is a very negative stigma customers hold regarding black-owned businesses having poor customer service. Although this is definitely not true for many black businesses, it is an area in which we need to pay special attention.
Due to the negative stigma, customer service has become a critical success factor (CSF) if a business is black-owned. Not all attributes of a company (i.e. customer service, prices, quality, etc.) are weighted equally in the minds of consumers; CSFs are those things that need to be excellent in order to build a sustainable customer base.
Delighting customers does three things for your business:
Check out the three things and the rest of the piece at TheGrio