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SMBs Loving the Experience

by satkinson 2. October 2008 09:11

Looking at the SMB Online Experience

Compass Intelligence just released new research on the Onlne Customer Experience of Small and Mid-Sized Businesses. Compass Intelligence’s Online Experience research for Q3 2008, focuses primarily on what kinds of experiences vendors provide to Small and Mid-sized Customers online. Our Q1 2008 research included primary research with more than 20,000 business users. Key findings in this period of research include:

Top ranked vendors include: IBM, Microsoft, AT&T, Dell and Cisco (in order of rank).
Vendors that ranked lowest include: Centennial Wireless, DigitalWork.com, Country Financial Services and Alaska Communication System (in order from lowest to highest).
Best practice: Vendors should use interactive tabs on the homepage for your business’ various customer segments. This adds depth, without adding clutter.
Worst Practice: Alienate business customers unintentionally by using loosely defined segments, such as “Small” vs. “Enterprise,” without any other ways to engage them, such as by vertical industry or job function.