european SMEs

Instant Response Puts Pressure on European SMEs

One in three small businesses in four European economies claims to have lost contracts to competitors because they can’t meet demand from customers for an instant response. A survey by Vodafone of 1,000 small and medium-sized businesses in the UK, Germany, Spain and Italy found that half felt that the “24-hour society” where customers expected night and day service was the biggest pressure facing their business. The survey concluded that the internet was to blame for growing customer impatience – the convenience of online shopping and multiple social media channels had increased expectations of fast service delivery. In fact, some 78% of respondents said that providing a rapid response to enquiries was their biggest competitive advantage. The change in customer behaviour was having a... »