As South Africa continues to grow and develop its entrepreneurial spirit and build businesses that last, Mike Anderson, Founder CEO of the National Small Business Chamber (NSBC), says that SMEs need to be cognisant of the important role customer service plays in the overall longevity of their businesses.
“People buy from people and thus the service they receive will imprint on them immediately. If it is good, they will go back again, however it is bad, they will not return. It’s that simple in a small business, so our advice is to make every customer engagement a good one,” says Anderson.
He says that SMEs need to realise that a company’s success will not only be as a result of its products. “There is a fantastic opportunity with a customer to make every exchange an unforgettable experience. This will go a long way in terms of developing goodwill and building a long-lasting relationship.”
This commitment to a client-centric focus has borne fruit at Nedbank, which was the only bank to have shown a year on year improvement in terms of how it met customer needs in 2015, according to the South African customer satisfaction index (SAcsi). The index is an independent international benchmarking survey which measures the level of customers’ satisfaction with their bank. Nedbank was also the only brand to improve perceived quality of