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.

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.
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?