Small Business Customer Service In 2023: A Missed Opportunity?
The cost-of-living crisis means small businesses are facing a challenging time like no other.
Costs are higher and research by KPMG shows that, as of April 2023, half of consumers have cut their non-essential spending, a fact that is impacting businesses of all sizes but is particularly concerning for smaller businesses who often have a smaller customer base to rely on.
At Zyla Accountants, customer service is so important to us, and we share this is highlighted in our reviews as one of the key factors that clients enjoy working with our firm.
With a myriad of challenges facing small businesses, brand loyalty has become more important than ever.
Businesses can’t afford to spend the time or take the effort to win a customer only to lose them to a competitor later down the line. What can really set a brand apart from its competitors in this area is the way it treats and communicates with customers.
Excellent customer service is vital for every brand and, yet, at a time when it should be most prioritised, according to the UK Customer Satisfaction Index, consumer satisfaction has declined year-on-year.
What role do small businesses play in this decline?
Are they outperforming large businesses by providing a flexible, personalised service, or are they letting the side down by underestimating its importance?
Should customers expect the same quality of customer care from every business, large or small?
Or should they be more forgiving and understand the challenges facing small businesses nowadays?
In this report, FM discuss:
The impact that customer service experiences – both positive and negative – can have on business success.
Consumer perceptions of small businesses and their customer service provision.
The expectations of customers and how they differ across different sized brands.
Whether or not small businesses have dedicated customer service support and – if not – how they are currently dealing with customer queries.