Dive Brief:

• A study from Cargo and Toluna reveals that 47% of SBOs cite poor customer service as the biggest mistake brands make. 
• SBOs also ranked talking at, instead of with, SBOs and failing to understand their business as big mistakes. 
• Customer service was cited as the main reason SBOs changed business, with 17% citing that as the reason they switched. 

Dive Insight: 

It's easy for B2B marketers to get caught up in the sales cycle and goals, but it's important to remember customer service as a staple. No small business owner wants to do business with a brand marketer that doesn't have their best interests in mind. Providing solid customer service throughout the sales cycle and the client relationship makes a huge difference, as demonstrated by this study.