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Your customers

The customer-driven business is a successful business. Here we look at ways of understanding your customers, of keeping them happy and of measuring their value to your business.

Imperatives of good customer care

Poor customer care can have a debilitating effect on a business. Research suggests that the average person who has a bad experience with a business tells at least 9 other people about it, and that 13% of dissatisfied companies relate their experience to more than 20 other people.

How to protect your business when your customers go under

What would you do if one of your major customers went under, owing you a substantial sum? Would you be able to recover the outstanding debt - or reclaim goods they had not paid for?