Business software firm Sage Group asked over 10,000 of their customers about customer service and found an interesting link between good service and success in business.
Sixty percent of company owners and managers who have increased revenues in the past six months stated that going the extra mile in customer service was more important than ever at their firms and over half the firms questioned said that customer service has become more important to them over the past year.
This is interesting to see when stated as the result of a quantitative survey; of course it appears to be common sense, but it also depends on the size of the company. Many medium and larger sized firms are starting to invest more because small companies have started using social media to punch above their weight.
Any firm of any size can develop an online profile that hides their humble origin. With a well designed website and regularly updated social media channels even a single-person company can appear to be a much larger organisation.
Customer service is always going to be a key factor in whether a company retains business, or wins new clients because of their good reputation. If the small companies snapping at the heels of the bigger players are forcing medium sized companies into analyzing the true value of how they serve their customers then that has to be a good thing.
Photo by Martin Vinacur licensed under Creative Commons.