Capitol City Group Celebrate News Revealing US Small Businesses Best at Customer Service

    RALEIGH, NC, November 02, 2014 /24-7PressRelease/ -- In a recent survey of US consumers, it was found that almost half of those surveyed believed that the customer service provided by small businesses far surpassed that of larger corporations. The survey focused on key areas of customer service, and the common issues faced by customers. The survey found that despite their size and in many cases, limited resources, small independent businesses across America are outperforming larger businesses when it comes to overall customer satisfaction, with only 11 percent of consumers believing larger companies provide the best customer service.

North Carolina-based Capitol City Group are delighted by the results of the survey, however are not surprised by the findings. The firm work with a number of start-ups and SME's and know first-hand how great customer service can propel a small business towards success. With many larger corporations turning to digital technology to handle the increasing demand for their services, many consumers are feeling disconnected from companies and are craving real human interaction. Capitol City Group think that although larger businesses may believe that they are boosting their efficiency by using digital technologies, they could in fact be harming the customer experience. The firm believe that in order to provide a high level of customer service, businesses must take a step back and reevaluate what it is customers really want.

To help both large and small businesses boost their customer service capabilities, the survey also highlighted some customer 'hot button', areas in which if improved, could result in happier customers and increased customer loyalty.

Knowledgeable staff - 37 percent of those surveyed claimed they would do business with a company again if the staff were experienced and supportive of their issues.

Quick resolution - 45 percent of customers admitted that trying to get an issue resolved by a business is often a complicated and long drawn out process.

Regular business hours - being able to contact a company at a convenient time ranked highly among those surveyed.

Reduced hold times - a staggering 49 percent of customers believe that lowering hold times could vastly increase the overall customer service experience.

Ditch the scripts - 80 percent of customers feel that customer service often feels robotic, which causes frustration and leads to customers feeling undervalued.

Capitol City Group is an outsourced sales and marketing firm who specialize in direct, one on one marketing. Through face to face interactions and promotions, Capitol City Group helps their clients to connect with customers, taking the time to understand each customer's unique individual needs. By focusing on the customer experience, the firm are able to increase their client's customer acquisition and retention rates. After working with a number of small businesses, and being a relatively small business themselves, Capitol City Group are thrilled with the results of the survey, and firmly believe that SMEs do provide a high level of customer service. The firm believe that for many SMEs, their size often works to their advantage, allowing a business to remain connected to their customers and the overall customer experience.

Capitol City Group is an outsourced sales and direct marketing firm located in Raleigh. The firm specialize in improving their clients' customer acquisition, brand loyalty, brand awareness and offers a high ROI.

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