Poor customer service costs SMBs customers, study suggests

Monday 19 August 2013

Retail is performing well

Inflicting poor service on customers is likely to cost small and medium-sized businesses (SMBs) dear in the long run, it has been suggested.

In a study conducted by O2, 72 per cent of consumers said they never forgive an SMB if they are left disappointed by service levels.

And not only this, but those who feel aggrieved are likely to tell others about their experience - 67 per cent of respondents said they share the news with an average of eight friends and family members.

Paul Lawton, general manager of SMB at O2, claimed that customers "should be at the heart of any business".

"Customer service and the ability to respond and be flexible is a key requirement for small businesses," he stated.

Mr Lawton claimed that Microsoft Office 365 is "perfect for this", as it allow SMBs to be increasingly flexible and agile to meet the needs of their customers.

The productivity suite also allows employees and business leaders to connect with customers via any device, whether they are static or on the move, he stated.

Find out more about Microsoft Office 365 by clicking here.

Posted by Jenny Arthur