Small Business Britain is dedicated to committed and personal customer service
- A more personal touch with customers
- Superior after sales support
- Easy to use and helpful web resources for customers
Context
One place where small businesses stand out from their larger rivals is with personalised and committed customer service. That personal, caring treatment, where you go the extra mile to help the customer, makes a difference and builds loyal, happy customers.
Most small businesses also recognise the importance of having a presence on the web. However, simply having a website is not enough. It must be easy to use, easy to find and easy to understand, including all the information customers are looking for, such as address, phone number and hours of operation. This not only increases the likelihood of happier customers, it can have a positive impact on helping new customers find their way to your business.
Evidence of support
In the Small Business Britain Survey, people were asked a series of questions designed to highlight their key business strategies of the previous twelve months. The results are compelling:
- 84% pointed to good customer service as a key contributor to their success of attracting new and keeping existing customers
- 73% felt that that their greater emphasis on customer service was one of the major advantages they had over their larger rivals
- 84% also backed the claim that a small business’s ability to provide a more personal touch with customer was a key advantage over their large competitors
- 39% also said that having a web presence had been beneficial for securing new customers and retaining existing ones
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