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SMEs 'think customers are more demanding now'

Published On 1 June 2007 at 16:57:13

The owners of the UK's small and medium-sized enterprises (SMEs) think that it is harder now to run a successful business than it was in the past.

Research from T-Mobile found that 55 per cent of SME bosses think that it is hard to maintain a successful business now than it was just three years ago.

A third (35 per cent) of these bosses said that customers had become more demanding, making it harder to keep them happy and win repeat business.

Another 33 per cent also thought that suppliers and colleagues now expect faster responses and action from SMEs.

Many SME bosses said that more mobile technology and faster internet speeds had contributed to the problem.

"The rise of the internet has given birth to a 'want it now' culture - customers expect an immediate response to every enquiry," explained Derek Williamson, head of business marketing at T-Mobile UK.

However, the research also found that mobile technology was helping SMEs respond to modern work pressure. Over half (58 per cent) of SME bosses said that that mobile technology enabled them to process orders faster.

"The ability to fulfil orders and respond to customers as quickly as possible is of paramount importance, which is why SMEs are starting to recognise that mobile technology can have a significant impact on their bottom line," Mr Williamson concluded.

 

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