Do you really know what your customers want?

10/17/2010 | Bloomberg Businessweek

Americans list customer service as very important to winning their business, but only about a third of consumers feel they're getting it, according to a survey by American Express. Many small-business owners aren't maximizing this key differentiator because they don't know what kind of service their customers want, said Alice Bredin. She recommends using technology to find out what customers are saying about you and asking satisfied customers to spread the word.

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