Have you ever noticed that the small entrepreneur will go that extra mile, while the big businesses don’t bother? I guess the easiest explanation for this is that these smaller business people are actually closer to their customers and are able to realize the importance and value of customer service in driving back repeat business. A good read I found that demonstrates this is here.
The easiest way to measure this is to ask your customers! Don’t be afraid to send out surveys and questionnaires… but make sure that you pay attention to the responses and that you do something about the issues your customers are telling you they don’t like.
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