A new study, involving SME employees and managers, has revealed how companies that focus on customer satisfaction, employee engagement and loyalty over financial performance produces progressive businesses. The research carried out by YouGov and Vodafone highlights how SMEs are placing a greater emphasis on customers, employees and technology than financial results.
The survey of 1,000 employees and managers of SMEs revealed how 61% named customer satisfaction as the top factor with employee engagement and loyalty at 56%, while just 36% choose strong financial performance as the key factor in a successful enterprise. Based on the options provided, 46% said the company they worked for was progressive with 64% using smartphones and 66% using laptops in the day-to-day operations - highlighting the importance of technology to small- to medium-sized firms.
Today’s customers expect more from the people they buy from, said Jonathan Kini, enterprise marketing commercial director for Vodafone UK. “Employees expect more flexibility from the company they work for both in management style and technological ability.”
SMEs can tap into this by making sure their employees are able to best respond to customers while working in a way that suits them. Kini said that “to unlock the X-Factor”, SMEs needed to focus their efforts on becoming more responsive to customers with this only being achieved by finding better ways of working for employees, so they can deliver great customer service.