Friday, July 10, 2015

Local Businesses Win at Personalization

For consumers deciding where to bring their business, size doesn’t matter as much as customer service, based on recent research. According to an April 2015 study by Yodle, local businesses represented 56% of businesses used by US internet users, vs. 44% for national chains. Local businesses beat the big guys when it came to personalization and customer experience as a whole. When asked about the areas in which local businesses outperformed national chains, 96% of respondents said they were better at personalizing service. More than nine in 10 said local businesses were more trustworthy and better at treating them fairly, and a similar percentage said they were better at customer service overall. Local businesses also boasted better quality and service. Meanwhile, the only categories where national chains performed better were business stability and competitive pricing options. Read the entire article here courtesy of eMarketer.com.