Customer focus is one of the key factors determining success of small businesses. The purpose of this study is to define the options for improving customer focus of small enterprises and their staff and to implement the tools required to that end. The article proposes both organizational and individual level options and tools for customer focus improvement. Following the implementation of the elaborated recommendations, the number of customers completely satisfied with the company's level of services exceeded 80%; the rate of flaws detection as identified in the course of the initial study focused on the level of the main service components necessary for customer satisfaction decreased by more than three times. The implemented activities have significantly improved customer focus of a small business. The efficiency of the developed options for improving customer focus of small businesses was assessed and the findings indicated the practicability of using the proposed tools for the specified purposes.
The article introduces some PR-promotion opportunities for the greenhouse complex of the Tauride Garden (St. Petersburg), which provides a unique historical platform for recreational activities and leisure time. The research featured PR-promotion techniques that can be employed by organizations of leisure and recreation, especially when targeting foreign audience. The author defined key characteristics inherent to leisure organizations and the features of their PR-promotion. The paper contains a SWOT analysis, a review of media statistics, a search profile, and an analysis of the best foreign and Russian practices. The study also involved a survey conducted among foreign citizens visiting St.Petersburg, which made it possible to determine their awareness of the leisure opportunities offered by the Tauride Garden and assess the related level of satisfaction. The author proposes a number of recommendations for PR-promotion of the greenhouse complex of the Tauride Garden among foreign visitors.
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