Statement of the bleeding obvious about customer service from American Express research in Canada


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American Express Small Business Monitor reveals an overwhelming 94 per cent of business owners believe their ability to satisfy their customers is what is most important, not how large they are. With this, SBOs believe loyalty leads to longevity and are confident in their customer-first approach.

Business owners are taking a slow and steady approach to fostering growth. A vast majority (94%) of SBOs believe the growth of their company is based on maintaining loyal customers, and are continuing to prioritize personalized customer service, as it is often a differentiator for small businesses and a top factor for growing their business.

“It’s clear that small business owners make it a priority to put their customers first, and it’s working” says Athena Varmazis, VP & General Manger, Small Business Services, American Express Canada. “They seem to understand that it’s important to invest in growth, but not at the expense of their customers. As such, business owners are using this knowledge to help direct their everyday business decisions.”

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Republished with author's permission from original post.

Guy Arnold
Guy is the author of 'Great or Poor' ( ) … a simple and effective system for delivery of consistent and continually improving customer experiences, 'Go the Extra Inch' the effective way to empower your people, and 'Sales through Service' ( ) how to sell more through repeat business, referrals, round sales and reputation (the 4 R's). Guy helps Organisations large and small to systematically make more sales for lower costs, through 4 simple principles.


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