In a small town like Kinston, where "everybody knows your name," employees at small businesses are sociable, friendly, helpful, and usually glad you came. It's this neighborly manner that differentiates small businesses from the big guys, and helps win loyal, repeat customers.
There is plenty of research that shows it's the customer experience your employees provide that has a major impact on your bottom line. According to RightNow's third annual Customer Experience Impact Report, published in 2008:
- When recommending a business, outstanding customer service is more important (58%) than low prices (44%) and top quality products/services (43%).
- 58% of U.S. consumers said that in a down economy, they will always or often pay more for a better customer experience.
- 87% of consumers have stopped engaging with a business due to poor customer service, up from 68 percent in 2006.
- 84% of consumers indicated they would tell others about a bad experience — up from 74% in 2007 and 67% in 2006.
So at Advantage, we really value the relationships we have with our customers. Many of our employees have been in printing over 20 years and know and are known by our customers.
People don't do business with businesses. They do business with people. Whenever I hear the expression "It's not personal, it's just business", I cringe. Because it IS personal and it's hard not to take it that way. I want your business and I need your business. And I thank-you for your business.
Advantage Printing is a commercial print and marketing service provider serving small to mid-sized businesses, nonprofits and churches.
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