Home featured Featured Small Business Featured Customers prefer small businesses Loren Webb October 17, 2019 Zendesk’s latest report “Big Expectations, Small Businesses: What Customers Want” reveals that small businesses have a distinct advantage over big businesses when it comes to the customer service they provide. In fact, customers are happy to pay more to a small business for this reason alone… great news for small business owners! Key findings: 65% of customers actively look for ways to support small businesses even if it is not convenient 70% do not mind paying more if they get great customer service 52% of those who had a good experience with a small business purchased more products or services as a result It’s the small, personal touches that make working with a small business so good. For customers, it comes down to working with someone who knows their specific situation and creates the feeling of having a valued relationship. Beyond this, customers enjoy working with small businesses as they feel good about supporting smaller organisations and find the relationship convenient. As a result, customers are actively looking for ways to support small businesses. Amy Foo, Managing Director, Zendesk ANZ said, “Australia is well known as being a nation that champions the underdog, and it is no different when it comes to purchasing behaviour.” “Small businesses have a unique advantage in the personalised, earnest customer service they provide, giving them the one up on larger businesses. By maintaining a focus on providing positive and unique