Small-Business Retailers Identify Customer Service as Major Advantage Over Large Retailers this Holiday Season

Small-Business Retailers Identify Customer Service as Major Advantage Over
Large Retailers this Holiday Season
Survey shows 58 percent of small businesses optimistic heading into 2010

NEEDHAM, Mass., Oct. 29 /PRNewswire/ -- Half of small-business retailers who
compete against major retailers say customer service differentiates their
business from their larger competitors, according to a recent survey from
RatePoint, a leading provider of customer feedback and online reputation
management services.

Similarly, a February 2009 study by Forrester Research shows the recession has
strengthened the correlation between customer experience and customer loyalty.
According to RatePoint's survey, one-third of these small businesses (SMBs)
said marketing budgets were the No. 1 advantage large retailers have versus
smaller companies.

"Small-business retailers live and breathe quality customer service and have
learned it's one of the best marketing tools they have at their disposal,"
said Neal Creighton, CEO of RatePoint. "Great customer service creates
satisfied customers who become loyal brand champions. The key is for small
businesses to effectively collect and feature those satisfied customers to
help bring in new customers this holiday season."

Small businesses are seeing the results of their efforts, as 40 percent
reported a measure of success in their efforts competing against large
retailers during the holiday season.

In addition to feeling confident going against major retailers, small
businesses also are feeling better about prospects for 2010. Even though 51
percent of SMBs reported a decline in sales due to the current economic
climate, 58 percent expect to see growth in 2010.

"Tough economic times help small businesses to grow stronger and learn where
to be more efficient with their investment of time, resources and energy,"
Creighton said. "Armed with those lessons, SMBs are feeling energized heading
into 2010 and are ready to grow."

About RatePoint:
RatePoint, Inc., the leading provider of customer feedback and online
reputation management services, helps businesses protect and build their
online reputation, allowing businesses to harness the power of credible
customer feedback and leverage it into a sales, marketing and customer service
asset.

RatePoint's easy-to-use, Web-based communication services include customer
feedback tools to collect business and product reviews, email marketing,
survey and dispute resolution capabilities to provide small- and medium-sized
businesses with the ability to collect, manage and promote customer feedback
directly from their Web site. For more information, contact us at:
888-777-1636 or visit: www.ratepoint.com.

SOURCE RatePoint, Inc.

Yvonne Gaudette, RatePoint, Inc., +1-781-465-2052, ygaudette@ratepoint.com; or
Tim Wieland, Airfoil Public Relations, +1-248-304-1431, wieland@airfoilpr.com