Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

5 Reasons Customer Service is Important to the Growth of Small Companies - A Better Answer - Blog

5 Reasons Customer Service is Important to the Growth of Small Companies

No matter the industry you are in, a great customer experience is vital to the success of your small business. There are enough challenges when growing a business without adding poor customer service to the mix.

These are five big reasons why customer service is so important to small businesses, and what it means to the future of your company.

1. Creates Retention and Builds Trust

Customers that feel they can come to your company and have a great experience are more likely to keep coming back. You can build trust with them by always offering a consistent experience.

The kicker is that building that trust takes time, but it can only take one instance to lose it. With enough great service, you can build some goodwill in case a mistake happens. Apple has spent years building up their reputation for fantastic service. They could make a mistake in one of their stores once, and you might be able to write it off. Imagine a company that has provided consistently poor customer service — they have an insurmountable task to rebuild trust.

Focus on starting with great customer service; the rewards are well worth the time and resource investment.

2. Service is a Differentiator

While customer service has always been a huge factor for the competitiveness of businesses, it’s become even more crucial since the 2008 recession. Companies that didn’t adapt and offer customers a great experience struggled, while those that went above and beyond (while still being smart about their profitability), were able to make it through the tough financial times and come out ahead.

You can see a live example of this in as odd a place as the American version of The Office. Dunder Mifflin was a struggling archaic idea of a company when the show started. They were a paper company in a paperless world. As the years moved on, and customer service DID become a significant differentiator, they began to bounce back due to their hands-on and personable approach. This is an excellent pop culture representation of customer service becoming a more influential differentiator for businesses and has the potential of ensuring your business stays afloat if your industry suddenly finds itself shrinking.

Great service helps you stand out from the myriad of competitors. By being the company to offer exceptional service, customers will start seeking you out. This can be very important if your market becomes oversaturated. Being the company that offers the same great products and services with the added benefit of customer service can help when you end up against too many competitors.

3. Customer Referrals are Vital to Small Businesses

Small businesses and tight budgets go hand-in-hand. Referrals from customers that are evangelists help small companies continue to grow, even when their sales team is at its bandwidth, and the marketing budget is spent.

Referral business is low cost to companies and can have a very successful close rate. Frequently referrals enter your sales pipeline with higher trust. In a recent Nielson survey, they found that 83% of people trust recommendations for products and services from people they know. Social media is spreading the word of favorable product recommendations faster than ever, and Facebook even has a special post style to ask for recommendations.

Your customer service becomes a catalyst for creating happy clients that are willing to recommend your company to their friends and colleagues.

4. Increases Opportunities to Upsell

Upselling customers is a vital part of growing a small business, in part because the cost of acquiring new customers is far higher than retaining them. This means that if you have products and services that can be expanded upon, you should be focusing some of your sales on your existing customers.

Closing a sale that has been poisoned by a bad customer experience can be near impossible, though. Customer service directly supports your sales team. If existing customers can’t get the right information on a call, or feel they are not important, they’ll move on to a competitor before long.

Upselling customers increases your profitability and allows you to focus more of your budget and resources to expand your business.

5. Can Have a Meaningful Impact on Your Culture

A culture of customer service starts with leadership and can have a direct impact on the happiness of your employees. If your customer service isn’t valued and leads to frustrated clients, your team has to deal with the fallout. A culture of customer service can show your team that you care about them and your customers. It leads to more pleasant engagements and creates an empowered team who feel they can go above and beyond for their customers. This directly impacts the growth of the company.

In fact, companies that are growing are 21% more likely to emphasize customer service.

Small Company, Big Service

Customer service in a small company has a more substantial impact than at a big company. The specialists giving your customers a great experience can share their triumphs readily, and you can see and feel the successes. This gives you a big customer service advantage and is why customer experience should be top of mind for small businesses.


Publish Date: July 17, 2018

2023 Buyers Guide Payment Services


Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.


CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)


Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.

View more from A Better Answer

Recent Blog Posts:
5 Thoughts You Need To Stop Ignoring When It Comes to Customer ServiceAugust 19, 2021
How To Provide 24/7 Customer Service Without Working Around the ClockJuly 22, 2021
How AI Is Changing the Customer Service SpaceJune 28, 2021
Virtual Assistant vs. Answering Service: Which Is Right for You?June 22, 2021
6 Most Common Call Center Myths DebunkedJune 21, 2021
Live Chat vs. Phone Support: Choosing the Right One for Your BusinessJune 21, 2021
Tips To Help Improve Your Company’s First Call ResolutionMay 30, 2021
The Importance of Stellar Customer Service for E-Commerce BusinessesMay 25, 2021
Growing a Business: Automated Messages vs. Hiring an Answering ServiceMay 21, 2021
5 Benefits of Using an Answering Service for Educational FacilitiesMay 20, 2021

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =