BizSugar.com › Customer Service › Are You Sure You’re Listening to Your Customers?

Small businesses are very good at customer service—a consistent theme that we’ve seen in the Small Business Success Index (SBSI) Survey results since 2009. What has changed, however, is the way customers communicate in today’s hyperconnected world. Customer feedback has moved from face-to-face feedback, letters, phone calls, or suggestion boxes to online discussions on websites that host public discussions. Yelp, Yahoo! Groups, Google Groups, online forums, and other review sites are just some of the many places where users discuss the experiences they’ve had with businesses.