Survey sheds light on customer acquisition and retention "musts" for small businesses

Business reputation, customer service remain critical factors

Needham, Mass. - October 16, 2008 - According to a recent survey, 89 percent of small businesses say customer support is essential to driving repeat customers. A similar number, 88 percent, note that business reputation has an equal impression on repeat customers, as well.

An October 2008 survey of 100 retail and service businesses also found 87 percent of respondents say business reputation positively impacts the ability to earn new customers, according to findings from RatePoint, the leading provider of customer feedback and online reputation management services.

“Business owners are starting to realize that taking proactive steps in online reputation management is less costly and more effective than chasing and reacting to customer complaints,” said Neal Creighton, RatePoint co-founder and CEO. “When you seek out customer feedback and resolve any potential issues, you’re offering customers support and building consumer trust.”

In today’s volatile economy, companies surveyed reveal that business reputation and customer service operate hand-in-hand to build sales and increase market share. The most important considerations for the holiday season to retain and attract customers include renewed focus on customer support and an online review plan, with the goal of driving positive business reputation.

A combination of proactive measures such as email marketing campaigns and seeking customer feedback and reviews in addition to customer support can help businesses inspire and increase consumer trust at a time when they are more financially choosy with where to spend a limited budget.

With products and services increasingly becoming more accessible through online availability, customer service becomes a differentiating factor amongst online and multi-channel retailers. Through the use of customer reviews, companies can create a real dialog with customers and defer any potential criticism with a conversation before it becomes an issue on a third-party consumer review site.

About RatePoint, Inc.

RatePoint, Inc., the leading provider of customer feedback services, helps businesses protect and build their online reputation allowing businesses to harness the power of credible customer feedback and leverage it into a sales, marketing and customer service asset. RatePoint’s easy-to-use, web-based communication services include feedback tools, email marketing, survey and dispute resolution capabilities to provide small- and medium-sized businesses with the ability to collect, manage and promote customer feedback directly from their website. For more information, contact us at: 888-777-1636 or visit: www.ratepoint.com

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