Great article from the Institute of Customer Service: UK businesses face £2bn war for customers

Posted by: guy Dec 03, 2011  

A study by the Institute of Customer Service (ICS) today reveals that UK firms fear losing 10% of their customer base over the next three years, at a cost of almost two and quarter billion pounds.

As cash–strapped customers spend less and shop around more amid continuing economic turmoil, business leaders warn of an impending war for customers and identify customer retention and acquisition as critical to success.

The study is based on research among senior decision-makers at 250 of the UK’s largest consumer firms, as well as 1,000 consumers.

Click here to read the full article http://www.instituteofcustomerservice.com/167-8394/UK-businesses-face-2-billion-war-for-customers.html#comment1181

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