Select an Account to Sign In

DexHub

Text & Email | Appointment Scheduling | Customer Database

Sign In

MyDex Account

Pay Bills | View Reporting | Manage Your Listings

Sign In

 

The Promise of Better Customer Service Draws Consumers to Small Businesses

By | 05.01.14

An April 2014 study from AYTM Market Research, as reported by research firm eMarketer, found that superior customer service was one of the top two reasons customers prefer working with small businesses. Registering a whopping 53 percent, it easily out-distanced all other motivators for choosing small businesses (the number one reason, supporting the local economy, was just slightly ahead at 56%).

Of particular interest, prices were well at the bottom of the study as only about a quarter of the respondents cited lower prices as a reason to prefer small businesses – and indication that other factors well outweighed costs in choosing to work with a small business.

This data corroborates previous studies from 2013 that show almost 90 percent of respondents indicate customer service as the reason for preferring small businesses over large.

Interestingly, what small business owners consider to be the most important attributes are what creates the user-experience customers seek. In the study “Consumer and Small Business Perception Survey” conducted by Web.com and Toluma, owners view creating a business that is “Committed; Accountable” (87%); “Responsive/Friendly” (85%); and “Reliable/Consistent/There when customers need them” (77%) as the keys to attracting customers – approaches that easily dovetail with the consumer preference for personalized customer service.

References:

eMarketer. “Consumers Favor Small Businesses Because of their Customer Focus,”  April 21, 2014.

Web.com. “Consumer & Small Business Perception Survey,” September 10, 2013.

Comment

Like what you see?
get more free content.

Next Up In News

Top News Stories and Trends in Local Business 3/27

Who’s got the time anymore to troll news sites for the latest trends and news in local business news?...

Read More

Top News Stories and Trends in Local Online Marketing 2/24

Sometimes you get so busy you forget to check the news feeds for the latest and greatest trends in...

Read More

This Week’s Top News Stories and Trends in Local Online Marketing 11/2

Internet Ad Revenues Hit a Record High, Led by Mobile Ad Growth (Marketing Land) Mobile ad revenue jumped 89%...

Read More

Explore the Blog