Small Business Britain focuses on customer service

It is now three days since we launched our Small Business Britain Charter based on a YouGov survey of over 1,000 small businesses in Britain, and so far the feedback has been great! As well as calling on UK Government and Banks the Small Business Britain Charter also discusses how the Small Businesses Britain community can help itself to prosper in 2010 and beyond.

One area that particularly resonated with the YouGov respondents was the importance of good customer service:

• 84% of the sample recognised good customer service as a key contributor to the 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% 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

It is clear that one place where small businesses stand apart from their larger rivals is their ability to offer personalised customer service. Laura Hillman a Social Media Strategist, Speaker and Trainer, and who is a member of the Small Business Britain Advisory Board commented:

“Building strong, long-term relationships with customers is key to succeeding in any business. Customers are the focal point of most businesses and with social media changing the way we communicate with potential and existing customers, we need to be sure that we are offering something more than the larger businesses where the service provided can be frustratingly anonymous. Small businesses are in a fantastic position to take the lead and change the face of customer service on a national scale.”

For more information on the Small Business Britain Charter and Advisory Board members check out our Small Business Britain website.

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