News flash! 81 percent of consumers think small business delivers better service than big businesses do.
That’s the findings from the 2011 Global Customer Service Barometer by American Express Open. To translate that into dollars, 7 in 10 Americans are willing to spend an average of 13% more with companies they see as providing excellent customer service.
And despite the emphasis on new forms of customer service, customers generally prefer good, old fashioned human contact:
So, capitalize on this branding advantage. Use real names and photos of your staff. Be as personal and responsive as possible. Ask for – and act on—customer feedback. You can increase sales and loyalty.