Small-Business Retailers Identify Customer Service as Advantage this Holiday Season

Needham, Massachusetts (PRESS RELEASE – November 1, 2009) — Half of small-business retailers who compete against major retailers say customer service differentiates their business from their larger competitors, according to a recent survey from RatePoint, a leading provider of customer feedback and online reputation management services.

Similarly, a February 2009 study by Forrester Research shows the recession has strengthened the correlation between customer experience and customer loyalty. According to RatePoint’s survey, one-third of these small businesses (SMBs) said marketing budgets were the No. 1 advantage large retailers have versus smaller companies.

“Small-business retailers live and breathe quality customer service and have learned it’s one of the best marketing tools they have at their disposal,” said Neal Creighton, CEO of RatePoint. “Great customer service creates satisfied customers who become loyal brand champions. The key is for small businesses to effectively collect and feature those satisfied customers to help bring in new customers this holiday season.”

Small businesses are seeing the results of their efforts, as 40 percent reported a measure of success in their efforts competing against large retailers during the holiday season.

In addition to feeling confident going against major retailers, small businesses also are feeling better about prospects for 2010. Even though 51 percent of SMBs reported a decline in sales due to the current economic climate, 58 percent expect to see growth in 2010.

“Tough economic times help small businesses to grow stronger and learn where to be more efficient with their investment of time, resources and energy,” Creighton said. “Armed with those lessons, SMBs are feeling energized heading into 2010 and are ready to grow.”

About RatePoint:

RatePoint, Inc., the leading provider of customer feedback and online reputation management services, helps businesses protect and build their online reputation, allowing businesses to harness the power of credible customer feedback and leverage it into a sales, marketing and customer service asset.

RatePoint’s easy-to-use, Web-based communication services include customer feedback tools to collect business and product reviews, email marketing, survey and dispute resolution capabilities to provide small- and medium-sized businesses with the ability to collect, manage and promote customer feedback directly from their Web site. For more information, contact us at: 888-777-1636 or visit:


Anita Campbell Anita Campbell is the Founder, CEO and Publisher of Small Business Trends and has been following trends in small businesses since 2003. She is the owner of BizSugar, a social media site for small businesses.

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