Customers Talk to their Brands via Social Media

Call centres a turn off in comparison to social media “VIP experience” British businesses getting to grips with social media are only dealing with the “tip of the iceberg” according to a study comparing brands and consumers’ digital interaction. The study, by Fishburn Hedges and Echo Research, found that more than a third of people have already interacted with companies through social media. This is almost double the proportion that it was just eight months ago (19% to 36%). Two thirds of people that have engaged with brands on social media (68%) believe that it has allowed them to find their voice. Most of them (65%) believe social media is a better way to communicate with companies than through call centres, some nine times more than those who felt worse off using... »

Retaining Customers

Retaining customers is SMEs top concern

Losing customer contracts is small firms’ main concern during the economic downturn, according to venture capital firm Spark Ventures. Research from Spark Ventures found that 69% of small businesses said that customers delaying or cancelling contracts was their biggest worry — outstripping concerns about cashflow and access to finance. Spark Ventures spokeswoman Wendy Svirakova said cancelled and delayed contracts are the biggest concern for small firms because they can lead to further problems, including lending difficulties and reduced cashflow. Spark Ventures chief executive officer Andrew Carruthers said: “Cancelled contracts can have a dramatic effect on a firm’s cashflow, especially if long expected orders are cancelled. Banks are also less willing to lend to ... »

Customer Satisfaction

Firms Fail to measure Customer Satisfaction

Firms are missing out on critical feedback on their products and services, because they are failing to monitor customer satisfaction effectively, according to market research firm Shape the Future. The research revealed that while 70% of businesses monitor their customers’ satisfaction, 56% of these are only using basic and informal techniques. The remaining 30% of businesses do not measure customer satisfaction at all as they believe customers would approach them if there were problems, or they are too busy. Shape the Future managing director Peter Martin said; “Businesses think that customers will come back to them with problems, but in reality they will just walk down the high street to the nearest competitor. The only time you get unsolicited feedback is when people either ... »


Finding, keeping and pleasing customers is the name of the game for small businesses. Over the coming months, we’ll be introducing information and advice on a whole range of guidance to help you to help your customers. When it comes down to dealing with your customers – and especially those who may be unhappy with your products or services or those who have extremely high expectations – be sure that what you promise can be delivered. We’re currently working to bring you more details about consumer rights and consumer affairs. ‘Customers’ business advice article: Crown Copyright © 2002-2013 »