Thanks to their size and/or level of turnover, smaller companies occupy a particular place in the market. It's tempting to look only to similarly-sized businesses for inspiration. But that would be a shame: even a 4-employee online perfume business can learn from an online giant like Amazon.
Indeed, when it comes to customer service, Amazon can teach all of us a thing or two. Previous studies have shown that Amazon boasts a 91.7% customer satisfaction rate, and it continually tops the customer service rankings. While no SME is going to be able to rival Amazon for sheer big-budget buying power, there’s nothing to stop you learning to use their tricks of the customer service trade on your own scale.
Lesson 1: Use live chat. Amazon customers love it!