Small Business Marketing News

Customer Service Can Maximize Business

Written by Jenna Weiner
Published: 3/19/2010

Making customer experiences satisfactory can bring them back for more.

Many businesses pride themselves on going out of their way to provide good customer service, making sure of customer satisfaction at personal expense. However, the good news for small businesses is that customer service doesn't have to be an elusive, expensive process - it can just be part of business as usual.

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A recent article at emphasized the importance of integrating customer service considerations into business activity. The least a company can do, the website pointed out, is implement tools like customer relationship management software that take steps toward making customer service a primary concern.

However, no online tools or telephone services substitute for real personnel, and customers frequently emphasize the importance of being able to talk to a real person. By actively reaching out to customers and keeping in touch, companies create not only loyalty, but free marketing.

"The experience that individuals have with a company and then what they hear from friends and family influence their perception of and likelihood to do business with a company," Forrester analyst Megan Burns told

In fact, a recent Nielsen study showed that 90 percent of consumers trust recommendations from people they know - more than any other source of information about a small business. News travels fast when it comes to consumer experiences.

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