Why positive customer feedback is even more important in the internet age

Most business leaders know that customer service and attention to customer needs is an important part of running a business and encouraging repeat visits - be it to a traditional store or to an ecommerce site.

A number of businesses of any size are even using customer relationship management software tools to better manage sales leads, track customer data and ensure timely follow-up.

But some of the basics of customer service - responding to individual questions, answering the phones in a timely manner and dealing with complaints - are important too, according to About.com small business expert Susan Ward.

Ward also encourages small business owners to make an extra effort with loyal customers when possible - a future discount or maybe a special business product promotion.

Good customer service can lead to positive feedback on the business and products, which is increasingly important given the popularity of social networks that let consumers talk to each other in real time, says Ward.

Industry insiders encourage business owners to connect with customers on these social platforms and if needed, respond to customer service complaints in a professional way.

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