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A survey by Cisco found that of the 1,000 business polled, 57 per cent had refocused their business on customers to steer their way out of recession, while the remaining 43 per cent failed to implement changes which could ensure customers remain loyal.
Almost a third of businesses agree that customers are more likely to shop around than they were 12 months ago, underlining the need to focus on customers. Social media is also helping UK business engage; 43 per cent of those using sites such as YouTube and Twitter to communicate have more customers than last year.
David Critchley, head of SME and commercial for Cisco UK and Ireland, said the results indicate that ‘customer kings’ will thrive in 2010, by ‘remodelling their business around the needs of their customers, embracing new technology, routes to market, and ways of communicating with their audiences, these customer kings are set to thrive in 2010’. << Archive
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