- 65% of customers actively look for ways to support small businesses even if it is not convenient
- 70% do not mind paying more if they get great customer service
- 52% of those who had a good experience with a small business purchased more products or services as a result
A report by ZenDesk has found small businesses are winning over the hearts and minds of consumers over their big business counterparts thanks to great customer service. The report,Big Expectations, Small Businesses: What Customers Want”, reveals small business owners that provide a personalised service are coming up trumps with customers.
The majority of respondents suggested there is distinct advantages to working with small business owners when compared to a larger company and suggested small businesses were more likely to value them as a customer.
The report also found more than two thirds of customers would find ways to work with small businesses – even when it was less convenient for them.
Amy Foo, Managing Director, Zendesk ANZ said, “Australia is well known as being a nation that champions the underdog, and it is no different when it comes to purchasing behaviour.”
“Small businesses have a unique advantage in the personalised, earnest customer service they provide, giving them the one up on larger businesses. By maintaining a focus on providing positive and unique experiences, small businesses have a great opportunity to be competitive against bigger, more well-known competitors,” said Foo.
Almost all those surveyed reported having a good customer experience with small businesses.
Foos said while this is a clear advantage for small businesses, customers have now come to expect a high level of customer service, meaning business owners needed to be prepared to meet customer expectations when, how and where they want.
“One thing is clear – it’s not just about providing the best experiences for the customer. Small businesses should also be thinking about their front-line employees. Armed with the right tools and resources to have a complete view of the customer, they will be empowered and enabled to create better customer experiences,” added Foo.