Since the dawn of business, there has been a little guy who has struggled against an enterprise with a bigger market share and a wider reach. In these situations, the bigger fish are usually able to win on several fronts, having the ability to offer a lower price or a wider product range. However, there has always been an area in which the smaller business can outshine its larger competitor: customer service.
Three in five people would be willing to try a new brand for better service, while around half of consumers would use a company more frequently after a positive customer experience. This is something SMEs can really excel at, and these two statistics show it can be used to both attract and retain customers. So, what can SMEs do to really use this to their advantage? Read on to find out more.
Understanding your customers’ needs
As most SMEs are operating with a smaller customer base, they can afford to be flexible to meet their customers’ needs. Larger businesses often make use of a one size fits all approach to their service so, if you can provide something that is more tailored, you can make your customers feel really valued as a result. You can still put a framework in place for your employees to deal with clients just be sure to make it loose enough to adapt to individual requirements.
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